Account still open after paying full settlement

Our car was ****** so the insurance paid an amount of R127249.00 out of the settlement of 162179.92 and I than paid R34930.93 . All these payments were done on the 23rd of November 2017 and the settlement amount was sent to us on the 21st November 2017. On the 27th November I sent Masentle an email to show that the insurance had paid and was advised that I needed to pay R214.46 than I tried calling her back to confirm the amount without any success. I only got hold of her on the 5th December after sending her emails on the 1st December regarding the settlement which amount the amount was now R1025.95 I told her that it was unreasonable for mfc to expect me to pay an extra amount as I've been trying to call and every time I was told only she could help me. She than put me through to her team leader Ntombi who advised that we pay the R214.46. Which was done and proof was sent to her. I was amazed to find an email saying I owe mfc R38 939.30 5 days ago cause as far as I know the account has been settled. I'm very disappointed as I've been calling them and I wait for over 10 mins with each call as I am told only Masentle can assist me.