Poor service and hidden costs

On 21/11/2017 my last installment for my personal loan was deducted from my bank account and i immediately went in to a branch and asked a staff member, who looked to be the manager, to please check that my loan is payed up and that I owe nothing more on it because i intend on getting a loan at my personal bank immediately in order to buy a car. She checked my account on the computer and told me that my balance is zero and that i must wait 3 to 5 working days to get a paid up letter in order for me to be able to get a loan at the other bank. So today, 28/11/2017, i went back to get the letter and when they checked my account was still open and couldnt understand why. The consultant called their call center and asked why not, then handed the phone to me and after confirming my details with me, the person on the other end of the line asked me whether I had asked for the settlement amount or for my loan to be closed when i had initially come in on the 21st. I told her that I had come in and asked if my account was done and all they told me was that i had to wait 3 to 5 working days before i could get the letter and that things happen automatically. She then said that the account can not be closed until i pay the settlement fee of R129.20 and then i would have to wait another 48 hours before that would be processed and then only can i get my paid up letter. I feel like this is utterly pathetic service because I asked the person on the phone that this meant that if i did not ask for the loan account to be closed then I would pay the interest and it would be open until i came in and asked. I told her that if this was the case then it is absolute nonsense. To this she rep****: "Well sir, what do you want us to do?" in a very sarcastic manner. She did not want to resolve my issue, was rude and this has now cost me the purchase of the vehicle that I was ready to buy which now leaves me in a situation at home where I dont have a car at all.