arrears on my account that is not correct there must be no arrears

I have a problem with them i lost my job in march 2024 and i struggled to get relief period through msd and then i called wesbank straight and they could help me that was in june so my arrears was around R14 000 so on 10 june i paid all my arrears and after paying my arrears i could manage to get relief period untill end of October so end of October wich is 31st i paid my installment of R3760 and they called me to say i must pay my arrears of R15000 i cant understand why I have a big amount like this in arrears because all though i did have relief period so those arrears must be on my amount i owe and the more I try to explain it to them the more they just say sorry sir but theres nothing we can do but still they don't understand that there must be no arrears i just wish someone would help me who know this common sense