loan paid off but bank refusing to close it im expected to continue paying.

i have paid off my loan.i called the bank to close it but i was referred to the branch.i went to the branch after standing in the que for more than 2hours i was told by the consultant she does not have the function.she reffered me to the sales desk and i had to wait another hour to be assisted. i am not happy with both the service i experienced and why the bank is not closing my loan account