Poor Service and Incorrect information

Good day, Recent bad experience with African Bank. I dealt with a Consultant Letabo, who advised me of my loan being paid up, but they are unable to provide me with a Paid up letter. He advised me to go to the Westgate Branch to request a Paid up letter, also could not provide me with a letter. AB debited my account today before my pay date with an amount that was not communicated. Contravention of my contract and inconsistent information.