Poor Customer Service

I am emailing as a highly frustrated and disappointed customer. I have emailed and called Wesbank, but no one has given me a clear response.

On 29 November 2025, I transferred R6000 to my Wesbank account towards my car payment and arrears. 10 December 2025, Wesbank deducted R5411, which is my normal instalment. I do not understand the double payment. Why did they deduct on 10 December when I paid 29 November?

I have sent them emails and emails. I have called multiple times regarding a refund. I was told that I would get my refund within the week of 15 - 19 December. I have not received anything except for an email saying that my account is in advance of +R3000 and they will make a debit order payment of R5411, 1 Jan.

I refuse to pay anything on the above date because they’ve already made a deduction on 10 December. It does not make sense to me to debit R5411, if my account is in advance by +R3000. Why not debit +R2000?