Failure to close account

<p>15th December I went to African bank in carkton centre to settle my two accounts. The consultant and I called their call centre to receive a settlement amount since I qualified for a 70% discount. The call was very unpleasant and ended up speaking to the call centre team leader whom confirmed that I should receive my settlement letter within working days. I called after 5days and still no letter. The agent I spoke to resubmitted my request and 15days letter still no paid up letter. Instead I receive a starement saying I'm in arrears and still have an outstanding balance. Is this some sort of joke or do i have to call a million times in order to receive my letter </p>