Very slow settlement process and no feedback

I had two active loans with Get Bucks. Between 7 & 9/12/2015 I struggled to get a settlement done. First I was told to sms 'settle' to 44184, but nothing happend. Then I tried settling via the Get Bucks website, to load a debit order, but nothing happend. Then on 09/12/2015 I made EFT settlement payments on both loans. On 17/12/2015 I recieved a sms the one loan has been settled. But not the other one! And when I go to the Get Bucks website there is a settlement debit order loaded! I have phoned, mailed, chatted and I am getting no where, no answers or feedback. I just want the loan settled and the debit order removed, why after 2 week am I still struggling with this?