horrible service from Absa after i paid off my car

Weeks later I'm still waiting for a response from complaints depart that told me to logg a formal complaint with the ombudsman after I told them that I will not pay the last instalment that I clearly ask if it was included in my settlement amount!!!!! I requested a settlement/pay-off amount, I asked if this amount included everything that is outstanding, call centre consultant confirmed that this was the final amount, no settlement quotation was sent to me, no disclaimer was read to me, so I asked again! Who advised me of what disclaimer when I requested for a settlement amount over the fone???