Poor service from Momentum Insure

Hi everyone, my car was written off on the 15th of October 2023. Momentum in the beginning was helpful up until it came to settle the bank. I had credit short fall cover and they did bot settle my vechile in full, my vechile is a write off. On the 25TH I saw in my account that my normal installment went off, I then realised there is an issue. I contacted Volkswagen Finance and they told me it is because Momentum dit nit settle the full amount outstanding. Now I am liable for R13840 to pay back the bank. I was running up and down to get info yesterday, I had to cancel the maintenance plan on my own because that is apparently the R13840 that was outstanding. I still don't agree with this as we were covered for credit shortfall. So why am I now liable for R13840 this doesn't make sence at all. The HP letter settle amount was R177000 but on Momentum settlement was R163000 so why didn't they pay the full amount of R177000 that is what the settlement was on my car. Phoning Volkswagen for info is really frustrating I phoned them 7 times and everytime I had to wait 20 -25min before they answer and then they redirect your call again to someone ells, then another 15min waiting time. They were not helpful at all. I need answers because I feel that someone is not doing their job properly. I need this issue to be resolved or I will be forced to take further steps, I will also send my complaint over all social networking including the press