Finchoice behaving like Loan Sharks

My Wife had a loan with Finchoice in March this year while at the bank she called the finchoice call centre to request a settlement amount the call centre agent gave the amount and she paid it immediately , A month later we started recieving calls that she must setle the oustanding balance, we have been asking for management and they are always not available , On the 26th of August they debited her account again we called the call centre on the 30th August looking to speak to a manager and spoke to a lady called Thandi who told us the manager is not avaible and refused to give me her full name and the managers details, we have requested recordings and they are also refusing to provide them.