Standard bank, most unreliable bank!!

I have a loan with Standard bank, been retrenched in November 2020, I have insurance on the loan and went to a branch in Fourways Mall for assistant, the lady at the branch did not know what she was doing as she kept forwarding my documents to the wrong email whenever I called she clearly didn't follow up, in April I had to call the insurance department myself and refoward them document, insurance has paid the amount for my debits into my loan account and I was supposed to be refunded for the 6 months that I've paid cause I was covered with insurance. After all the calls been transferred continuously I received a refund yesterday for 4 months and right after they credited my account they debited an installment again, which no one is able to help me with! People are unemployed looking for jobs yet Standard bank has a bunch of people working for them that don't know how to do their job! My issue is still not resolved!