Disappointing service

The customer care service is horrible. After my hijack on 31 July 2022,I submitted a claim and kept resending documents for about a week . Every time I follow up, they say I should re-send documents as the previous documents are encrypted (I think I resent documents 4 times) After being told payment was made to my bank on 16th of August, my bank has not received payment. I have been calling almost every day, asking for proof of payment so the bank can allocate the payment to my account and every day it’s the same answer “we will request it and email it to you”. My claim specialist does not even respond to my emails… Today is the 8th of September and I’m still being debited for a car that is supposedly paid off 😒.