Missing advanced paymenylts

To whom it may concern, I have been trying to get in contact with someone who knows about advance payments. To date, no one has gotten in contact with me.

Background: I made an enquiry on the 6th June 2020 about my advance payment which I accumulated over the years and amounted to R3058.95. I enquired with your call center agent Christopher if I have been making cash payments for my installments every month do I have to make an arrangement about your company taking that advance amount out of my kitty, he answered no.

On the 30th June 2020, the advanced amount was taking out of my account but still does not reflect on any of my statements.

At the end of June, I called the call center again and a Zunaid answered my call, I tried to explain my questions to him, he kept saying im not understanding him, or allowing him the chance to explain to me, he then got so angry, he put the call down in my ear. I told him i took the last three statements I have, then explained that there is a section for advance payments, the section where it shows my balance coming down, but did not understand the term advance payments, he said he doesn’t know anything about that. On the 30th June 2020 when Wesbank took off my advance amount, my balance did not come down, it doesn’t reflect on my statement, but yet the advanced amount is taken out of my kitty.

Outcome: I need assistance, someone that understands advance payments and why my balance is not decreasing.