Settlement of the car

My car was written off in may 2019 and std was paid by my insurance but they they continued deducting my account and when I call they say I must reverse and they will fix the account, now I get the statement that I owe them arrears, when I call to follow up the consultant says the person who helped is off sick they can not help me and I must wait for the other one who is on lunch will call me before 13 hours 10.07.2019 till now no one called me. I kept calling all the numbers where provided to me but I dont get any help. The person I been sending email and calling is Thereshini Naido. To date I never got any feed back on why is the money that was paid by insurance not appearing as settlement but just as lump some paid to my credit.. the car was R190,000 total credit last year June and they said settlement after paying 9 installments is R185000 which insurance paid but they still deduct. Thanks Johannes***)***