Pay back the money

I have tried in vain to contact Sanlam Personal loans for a settlement amount on my personal loan by phone (holding on forever) and finally resorted to emails to which I received no response. I even emailed the Sanlam head office and still received no response.<br> <br> On the 23 September I settled the full amount outstanding (based on my last statement).<br> <br> On the 23 October they again debited my account with the full installment.<br> <br> I would like my money back - I am a single parent and work on a strict budget - what do I need to do to get a response from these people.