Settlement request

Hello. I have been trying to get a settlement statement for over a month, when I finally get through I was advised that the value to settle is more than the outstanding balance. Ummmm no. I have had a Absa account since United and I cant understand why the service levels have dropped this much. I loaded multiple request for settlements on both credit card and loan accounts however I'm receiving emails asking me to rate the service, what service your company doesn't contact its clients. I then tried the complaints email and was sent two emails with the second one stating that I will be contacted by 16:00 on the 14th suffice to say I had my hopes up. Unfortunately to date no-one has emailed me. I'm sure if I ask for a settlement there should be some kind of correspondence in return from the financial institution. The bank is adding interest on a debt that would have already been paid. Is anyone at Absa available to assist me. I have added my most recent reference number in the private section below. STILL HOPING FOR ASSISTANCE