Disappointed in the service am getting from westbank

I have a complaint with westbank. The matter has been ongoing for three weeks now and is not getting resolved. Last year January I called westbank to arrange with them to double my monthly payment on my vehicle so that I can finish it much sooner. It was left with 24 month and I wanted to finish it in 12 months, the last installment been December 2022. I called them on the 29 of December which was few days after I payed my last installment as agreed with them and they told me am still owing them. I have been following up on the matter and feel ignored as their update is poor and I am now committed financially to an extent that I got other plans with my money. The normal debit order day is approaching so please help before they debit. Please call on *** for more clarity