Lack of communication

My vehicle was ****** and insurance was handling the repayment to the bank. The bank deducted the money off my account even though the account waa settled. While I understand that the amount was deducted on the same day it was settled which is why I simply emailed them. My email went out the 31 July. On 3rd August I sent through proof from the insurance that it was paid. On the 5th August I asked for feedback on my request. The account was removed from my app so, on 10th August I sent through another email requesting some feedback. The vehicle finance department has still not made any contact.