Bad service. Frustrated with African bank!

I settled a personal loan in full on the 11/11/2023, the call centre agent who sent me the settlement letter advised me that they would automatically close the account on their side once funds are received and I would receive a paid up letter by 13/11/2023. I enquired if the monthly debit order would cease and she said yes but however if my bank account is still debited then I need to call again and the funds will be reversed.

Lo and behold on 15/11/2023 the monthly debit order went off my bank account, I called the call centre for reversal of funds and the consultant said that she does not have access to my profile cause she's blocked and I need to go to the nearest african bank with proof of address and ID. This is an absolute inconvenience to me! I do not have the time to go to a branch. Today is the 20/11/2023 and I still did not even receive the paid up letter. I request for that debit order to be reversed and that account to be closed ASAP!