Who is who in the zoo? Who took my money?

Long story short, I have a loan that I neglected and now I started paying it back. My problem however that is, the last payment they are acknowledging was the one paid on 30 October '21. However, I made my next payment on 30 November. Every week in December they are back to harassing me about payment. I resent my proof of payment to an email address that they provided, and it bounced back. I discussed at length on the phone with Ntombizonge Ndlovu that until my payment is acknowledged and I am told where my money disappeared to, I will not continue to make payments. 3 weeks ago I sent an email requesting feedback from her - no response. Yesterday she says that Standard Bank refunded me. ******* man. I check my statements of my Capitec account to be sure and indeed, I was not refunded that. Also, if that had happened, why was I then not notified via email? I need to know where my payment went to. Also, Ntombizonge works for Brooksluyt, then I get emails from CSS. Do you see? What I also hate is that one's private money affairs is just going from one hand to another with zero explanation of which company is managing the account moving forward. It's a mess and hence I refuse to continue making payments when no one can tell me where my money went to and it was a bank account that I was provided by Ntombizonge. I need answers, clarity and an apology. I need to know which company is managing the account and why, and the correct details.