Loan Account closure

I settled a loan account in May, called in to get it closed, I was transferred from pillar to post and finally the consultant advised that the loan account will be closed, the debit order went through again today after the struggle of calling in and trying to get assistance. Only to be told that the loan was not closed and there were charges that went off. I am very unhappy with Nedbanks service because the call centre agents are quick to answer and not do what the customer wants.