writing off loan for no reason.

I have a loan and credit card with African bank. now I called this morning for a settlement amount. I was given a settlement amount for my credit card but not the loan. I was told that my loan had been rewritten off and that I dont need to pay it anymore. i asked why has it been written off because African bank has been debiting every week. the guy could not tell me why. African bank is this how you treat your customers? I want this sorted because I want to settle my loan and credit card cash and I want my credit record cleared asap. I need answers,you can't just write off someone's account and not even notify them and still not have a reason especially someone that has been paying her loan. I need this sorted by the end of today. I am not satisfied with your service and I need an answer as to what will be done with regards to what has happened as this is my credit record you are playing with!