inadequate processes, bad customer experience

My insurer settled my car claim on 14 Feb. Funds reflected same on my side. I called Wesbank asking for paid-up letter and was advised funds have not reflected on their side. I then called Thursday after 3pm and was advised funds reflected on the 15th but no communication was sent to me and the debt cancellation processes was not yet triggered. I was disappointed thought their internal processes would be triggered by the settlement deposit and they would start the cancellation processes immediately after receiving funds. On the 19th of Feb my account was debited for the car that has been settled with funds reflecting on the 16th Feb. Monday 20 Feb I'm.trying to get hold of Patience and been on the waiting a while until my minutes expired, two agents tried to transfer me and the line got cut off twice. The experience is really not acceptable