Horrible service from game call center

I asked for a settlement amount on my game loan on Sunday I paid it and I was told the the account will be closed later that day they debited R1020 on my bank account Monday I was told to call after 2/3 day cos the money hasn’t reflected yet on Tuesday when I wake up I found out that they tried to debit again like the want money on my account today Wednesday when I call they told me that the amount they debited I won’t be able to get it back cos it was supposed to be paid on Friday . So my question is I asked for a settlement amount and I was given one and paid it of how is that I would still owe them even after paying the settlement amount