Refusal to help with paid up account

I was recently involved in an accident whereby my VW polo vivo was written off. My insurer (outsurance) paid out the balance I was owing to volkswagen financial services. They financed my vehicle. However, even more than 1 week after the payment was made my statement still indicates that no payment was made. As a result I'm incurring financial losses due to the bad services. For one, VW is referring me to wesbank even though my finance contract was taken out with VW and not Wesbank. Any dealings with Wesbank should be undertaken by VW and not myself, since they are the ones who have an agreement with Wesbank.