No Finance Cars

i bought my car about 4 years ago. And requested a settlement amount, which I received ,and dully settled my car. final settlement has now taken over a month to get out of them and another two debit orders went off in the meantime, in which the response was upon calling, that they will only refund once they get the final settlement THIS IS UNACCEPTABLE IF you have one late payment of installment they add you to a repo list and charge you a fee of 3k