Woolworths Personal loans complaint

I have a woolworths personal loan for literary years now, which i am paying each month, and of which the last withdrawal was last year May 2019. Never been late, or did not pay at all. I received a sms stating that i can draw the money, of which it did not work on my app, phoned in, gentlemen even withdraw the cash, to put into my account last week, up to now nothing. The money even shows off my account. When i phoned the call centre now, firstly i can't hear a thing, was on hold for 30 min just to hear i can't draw the money. The account is closed. I requested someone to call me back, cause of the bad telephone call reception. I want someone to give me a answer as to why i cannot withdraw money i have been paying each month.