Standard bank vehicle finance department are useless

My vehicle account shows I am in arrears for one month. For more than a year I have been trying to get answers as to how this is possible as I have a standing debit order. I have made numerous phone calls to Angelique and she never gets back to me with answers. When I do speak to her when I phone her, she cannot tell me where the issue came in. I think it might be when I was allowed a payment holiday and standard bank *****ed up somewhere in that period during lock down last year. Yet this still reflects against my account and credit profile. Now standard bank has taken out insurance on my vehicle without my consent. I provided the documents that I do have insurance, and they still took the extra money for insurance from their side. They promised to refund me, yet also after numerous phone calls from my side and no one ever getting back to me, the lady told me this morning, they will not refund me as my account is in arrears. On my vehicle account statement it shows the money has been refunded but yet nothing ever went into my bank account. According to me this is *****ing and *****. Standard bank *****ed up on my account and I have tried to resolve this so many times. Now they are withholding my refund due to their mistake. No one ever gets back to you or can give you answers or explanations, but I must suffer under their incompetence.