Wrongfully billed

To cut a long story short, I was wrongfully billed by Nedbank,after settling my loan account in April I phoned to confirm if the account was settled the call center consultant named Lebo Ramanaka that assisted me confidently confirmed that I no longer owe them, his words were "your account is pending closure", yet on the 25/05 a debit order went off, I laid a complaint and when I ask for them to look into the call recording so that they can confirm my story, the recording is suddenly nowhere to be found because its a "call center" there are many calls going in and out, even when I gave them the exact date I made the call and the name of the person I spoken, to the recording surprisingly can't be found.