Paidup letter

Last month I called in at African bank to settlement my account I was offered a discount the on I was sent a settlement letter within an hour of my call to make a payment of R11095 which I did following day and they said on the letter I need to fax a proof of payment and I will be sent a paid up letter which they didn't . Called in last spoke to Anna. Said she will request it and it will be sent within five 5days which was last week tuesday .yesterday I call in only to find out my account still has a balance client services agent said he can't give me a paid up coz of the balance then I was transferred to legal department same time the person who help me said everything is fine I was transferred to client services still I didn't get the paid up coz there was still a balance so I see no one wants to help me out on this <br>