What must I do to get a statement, but debit order runs faithfully every month?

Good morning,

There was a stage where I was absolutely flabbergasted with Finchoice's service; but unfortunately I have no other option but to use this platform to get service, as my pleas for more than a year is being ignored.

I made a loan with Finchoice (thank you) and paid it faithfully every month for years. Then I lost my job, and could not pay for roughly about 3 months. I spoke to Finchoice, gave them new banking details, and they started taking the debit order again after that. It has been more than a year. The debit order goes through successfully every month.

Then I started asking for a statement, because I knew that my account should be paid up. Nothing happened. I sent email after email. Ignored. Still paying (even though I am nearly 100% certain that it should have been paid off quite a while ago - without confirmation of a statement).

Then I got an email from a debt collection company a month ago, stating that I have not paid my account for 2 years! I was SHOCKED! Just to affirm, I checked my bank statements and the debit order WAS running EVERY SINGLE MONTH, to Finchoice.

I explained this to the lady that called me afterwards again, also begging once again for a statement; and she dropped the call in my ear!

I am despondent. Dont know what I am paying for, and what is going on! It is surely not impossible for Finchoice to see that they have been receiving money from me every month?

The debit order beneficiary is for FINCHOICE on my bank account.