personal loan misunderstanding

Good day i went to absa furious and angry because i went to the branch asking for my personal loan settlement.i was given the settlement fee and i paid it off.but surprisingly i received the statement fee regarding the amount still outstanding..i went to the consultant Ntsiki and she helped me accordingly.called her manager Blantini and Mpho they asked the relevnt questions and my account was closed correctly this time.they apologised for the inconvinaiance and helped accordingly.Great service