Refusal to allocate payment to my account

As a Wesbank client I received a settlement quotation to settle my VW polo vivo a few weeks ago. A payment was then made by outsurance (the vehicle insurer) in order to settle my vehicle loan with Wesbank. I have been reliably informed by Outsurance that the payment has cleared in Wesbank's account, however Wesbank are yet to allocate the payment into my specific loan account. As a result I continue to incur interest on a vehicle which is supposed to be settled. The payment was made on the 29th of September 2017. I have also had a bad experience dealing with Wesbank personnel. I queried the above issue with three Wesbank employees and none of them has cared to even respond to my queries.