absa loan paid up letter

Im really fed up with ABSA now, i requested a settlement amount on my absa loan account on the 23/09/2021 which i received and did a payment on the same day on internet banking and the consultant which was assisting did ask how i was going to do the payment which i advised her that i was going to do it on internet banking, and today 2021/10/07 i contacted ABSA loan department for a paid up letter and im told that the loan account is not closed cause the funds did not reflect on the same day, the lady i spoke too said she wont be able to assist me cause she is not the same person that assisted me for the settlement amount and i must wait for that person to contact me as she was busy on another call, than i requested to speak to someone in charge which i waited for 20 minutes and to be told that she is also busy on another line which i ended up cutting the call. this is really not on at all, what customer service is this? i have never seen such service. last week i had an issue with my credit card which was sorted after i complained and now this.