VW finance hide behind email

I was the unfortunate victim of crime having to deal with the theft of my VW Polo. Thankfully the car was insured. The claim was processed efficiently as per the settlement letter from VW finance. Basically it had to be settled in full before 15 September so that I would not have to deal with incurring the installment for September. As I mentioned the claim was processed effiiciently by Santam and paid in full as per the requested amount and before the requested date as stipulated by VW Financial services, as it was actually paid on 30 August. Yet on 14 September I received a letter requesting for the September installment to be paid. This made no sense so I sent it to my insurer. Attempts to get hold of anyone at VW Financial services by Santam have been unsuccessful. I called the customer service centre 2 times today (22 September). The 1st attempt I was told that Colin from legal department is handling my account and they would transfer me. I was on hold for 10 minutes with no answer and not being directed back to the consultant that transfered me so I ended the call. On the 2nd call made I informed the consultant of the situation and all she could offer me was an email address. I told her I want to speak to a manager as this is not my problem and my name is being tarnished as my name has been flagged due to this supposed outstanding amount. She apologised and said that the other departments sent an email saying they are having a problem with their telephone lines. I find that strange as the 1st consultant I spoke to made no mention of this problem. She insisted there is no one to speak to which I find hard to believe as everyone has someone they report to. The unhelpful and *********** consultant actually cut the call even when I asked for email address. So VW Financial services, please explain the terrible service on your part. Why is my account supposedly still outstanding? Why do I have to call a call centre to deal with such an urgent matter only to have to deal with such *********** call centre consultants? Why has no one bothered to call me if this is such an issue? Why are emails not being responded to? Your bad service is tarnishing my name and credit. This needs your serious attention!