FNB/WESBANK - can not find account records .......

My car finance last payment was deducted from my account on the 1st May 22 - now this account shows an amount due to me. After countless e-mail and reference numbers and piles of documents submitted and re-submitted - they can not find my account details on their system ..... this is the "Best Bank" in SA? who did they bribe for this title ....