Lack of urgency and low level customer service

The lack of urgency and customer service is beyond ridiculous.

I settled my account on 23 November 2020 and immediately submitted my proof of payment.

On the 25th my debit order still ran as usual.

I subsequently sent this proof of payment 5 times to the same correct email address and have at least spoken to your call centre 3 times, the last lady promised to call me back but never did... Obviously, cause your customer service is terrible.

Eventually this past Monday i received a response on email saying that they couldn't accept the proof of payment i sent and would like me to get one directly from my bank, which i immediately did but never heard from anyone since.

Surely this level of incompetency should not be acceptable. All i am asking is for my credit to be refunded and a paid up letter to be issued.