Bad service

I once took a loan with this company and they were debit from my payslip. When I questioned with them why they stopped debit they never gave any clear explanation. Since then my account still still shows in arrears whereas I have fully paid their money. I have been running up and down Pinetown branch trying to fix this but no luck. They say to them account has been closed. I was also this is Blue ocean’s (their legal department or something) fault. It has been like this for over 18 months now.