Bad service and ***********

I took a personal loan with RCS in October 2021. On the 9th of November they debited the first installment of R1,963.09 however they still say they havent recieved any money from their side. I told them the money was debited on my account and i sent my bank statement and transaction details as requsted. I was told they will escalate it so that my account gets credited but this never happened. i have since called 3 times to follow up and each time they tell me they will escalate the matter. Now they are charging me penalties on the money that i already paid. RCS this is ridiculous please credit my account with R1,963.09 you debited from my account on the 9th of November. I even called my bank to validate if RCS did debit my account successful on which they did confirm that RCS debited the money successful and it also shows on the bank statement.