No One Actually Knows What Is Going On - Pillar To Post

I am trying to fix a problem where Webank debited my bank account after I paid my car installment. I made a call to Wesbank's Arrears department, and told them what was happening, following which I was asked for my ID number. This made me think that I was going to be assisted. The man on the line, then told me that he was transferring me to customer service as they would be able to assist. Again, I was asked for my ID number after I had explained what was going on, and again was redirected to collections. Once through to collections, the same thing happened again, and I was redirected to yet another department. This is 12 minutes into the call, and no one has yet referred me to the correct department to resolve this error in billing which is causing a lot of havoc in my bank account. Once again FNB and its different arms, proving that they are not here to help. Because of this debit I risk not being able to meet my other financial commitments.