WESBANK NOT REFUNDING CLIENT INSTALLMENT AFTER VEHICLE WAS SETTLED

I have a vehicle financed by Wesbank. The vehicle was involved in an accident and the insurer settled the vehicle, 27 January. 1st February they took an instalment. I contacted them, and asked for a refund. On their side the insurer payment was not captured. I emailed them proof of payment, and asked to refund my instalment.

I also asked them to cancel the debit order. Not sure if it was done, so worried, they will take another instalment end of February. It is now a week later, since my email, and phone call to them. No response, and no refund.