Bad service from African bank

On 7 November 2024, I visited the African Bank Branch in Sandton in order to settle my debt and ultimately shut the credit card account down. When I arrived at the branch, I was given a Settlement Quotation Statement which contained the precise amount I needed to pay in order to settle the account and pay the debt. The consultants who assisted me informed me that after settling the debt after 24hrs I can call the bank, and they will issue me with an official Settlement Letter. I paid the balance right there and then but to my surprise when I called the bank requesting my Settlement Letter, I was informed that this letter cannot be issued to me due to certain charges I incurred when paying off the credit card at the branch. This information was baffling to me as I was NEVER informed of these charges when settling the debt in person and additionally these charges were not included in the Settlement Quotation Statement, which is attached below, issued to me in person. I find this lack of communication regarding the precise amount I need to pay in order to pay off this account to be quite misleading and due to that I refuse to pay the additional charges that were never communicated to me. A.M Mulaudzi ***