horrible service from Absa after i paid off my car

I called their call centre for a settlement/ pay off amount and repeatedly asked if this amount included the whole outstanding amount, the consultant said yes, now Absa is refusing to provide me with a paid up letter and change of ownership papers, every time I contact their *********** call centre I'm advised that I still owe them the last installment!!!!! Really!!!! I suggests that you call me after listening to the call I made. Reference number: ***2