frustrating service

I made a 3term loan 28 November 2020 and my 1st installment was Dec 2020 which I paid then I paid Jan 2021 my 2nd installment of 1394 as per the installment on your app but Finchoice then also debited R1595. When I called in the 1st time I spoke with a very nice lady but the call was cut due to bad connection. then I called again and this person I spoke to was so rude and refused that I speak to a manager then just dropped the call. your service people needs an attitude adjustment because this always happens when you ask for a manager. I called again and spoke with the 1st lady very helpful and took my complaint and sent me the reference number. However she advised that my account was not paid in December 2020 and that the last payment is for January 2021 which is 2 months and not 3. She said to send proof of payment again which I did. PS, proof of payment gets sent every month when I make payment, what do you do with it? I then called again after emailing then the gentleman I spoke to advised that they in a backlog and I might get paid in 3 days or even longer and the email team is also in a backlog they might answer me who knows when? so why ask me to email you things if you know that you will only respond in a month. This has been the most frustrating experience ever and to top it your own systems aren't even updated. I need this to be done urgently please as the money you took from my account is not mine or yours. And please address the service with the 2nd lady.