Incompetency or ***** at African bank?

I'm so ****ed with bank I regret the day I took a loan with them. I took 2 loans with this bank and last month I settled 1 and sometime during the week I called this bank to make some arrangements so that I can settle the other one, only to find out that I did not ask the bank to close my account, I mean how stupid is that?? Mind you I'm using my airtime because apparently their phones cannot call us back ,trash. The consultant that assisted me during the week said he was going to sort it out, and guess what he did not do his ****** job as well, he did not close the account and he did not send me the quotation for the settlement I had requested. Now I'm stuck, o don't know whether I must carry on with settling the account or not. I don't what's happening. African bank what are you doing to people???