No feedback

On the 17 of December my vehicle was involved in an accident ad it was a total loss my insurance did pay the retail value to wesbank ad due to the fact tht I took shortfall with them I called end of January ad they told me to sent Agreement if loss tht was done I then called early February for a feedback ad I was advise tht to pay the shortfall it takes 10 days today is the 15 no feedback the only thing tht I received is my statement saying tht current balance is 97000 meaning tht if i relax thinking tht my shortfall was paid on the 27my installment would be collected. Ad another thing is tht u can't re apply another finance because its decline .can the shortfall be paid please so tht I can able to apply another vehicle