Incomponent staff at time bank

Tyme bank tried to take a debit order earleyer than the normal date so debit order did not go through..after that I paid the full debit order amount into the loan account. From here they try every few days to put through a debit order ...problem is loan is almost paid off,R530 left of R66000,00. Question is that I'm asking when I phoned their call center is if the full amount goes out where and how will I recover it??When asking this to incomponent staff a and still talking a sms comes throug stating the product information requested has been resolved.Case ID***.So naturally asking how does she send a sms while I'm still asking questions??Horrible Horrible people that just are not interested in helping or providing the right answers.