Incompetance of staff members concerning my account

Paid all loans before due date. Showed i qualify for top up. Phoned in got told pay of 1 more loan. Paid off loan and send email concerning which loan it is. Checked in on my account, abovementioned amount was allocated to wrong accounts. Still cant get approved now. Refund due to me was told only after tracking is done. Case has been escalated twice now. Same issue as last month