Very bad service

I was/am not happy with their service. I have an outstanding loan that I needed to settle, I made arrangements with one of their agents for a debit to be done month end of Feb which will be the complete outstanding amount. The agent did send me my account details showing the balance owing and it was confirmed that it will all be paid Feb. March again there was another debit order that was not arranged with me and I have been asking for them to give me a call and clarify what I am paying, the agent that called was more concerned about the amount I need to pay again even after I was under the impression my loan has been completed. Even today nothing was done to either give clarity on what is was for or reversed back to me. I am very angry and I have been sending countless emails asking them to call me. I believe no one can allow someone to just take their hard earned money with no valid reasons.