Refund my money 😡

On June 2018 I had debt that I couldn't handle and I heard about Pioneer on the radio that they help. Which I did approach them and they explain how they will help me which I was greatfull, was told that they will deduct R989.71 and on their side they will charge me statement and funeral cover its for free since I'm their client and. 4 years now I contacted the bank to find how much I'm owing them since I knew my loan is ending in June 2022 only to be told that I'm still owing R20000 and I went and check my statement from pioneer to find out that for the passed 4 years I have been giving them R338.06 which total is R14 874.64 without me knowing that this money is going to them. On the 23 of March I emailed them to cancel the debit review because I contacted my creditors that I will pay them direct but know one reply and I contacted them to ask for the calls from the beginning which I was told they are available and unfortunately I'm not available during working hours since I do work, I couldn't make it to go and listen to them. Again I spoke to one of the consultants to cancel she said she will escalate to the relevant department also I email them again. Come 31 of March my creditors took their money we agreed on and Pioneer took money again, I called them yesterday was told will escalate. I want all my money Pioneer is owing to me and I'm really disappointed in you guys, refund all my money especial you cannot be doing this on people taking their money. And nothing is sad than calling people no one responding on query and on your emails