confused and pathetic

i had taken up a loan with getbucks and in dec I missed my installment, however I advised them to do a double debit in January and that was done however after many calls and speaking to various agents they still telling me that I am in arrears, I have spoken to their collections department and they have advised me that I am up to date and I must call back so they can clear my debt on their side, today I tried calling 6 times today but each time they say they going to transfer me but they cut the call. this is very poor customer service, I work in a call centre and the main focus is customer service which they clearly lack. if they cant help me atleast put me to someone that can.