Paid up letter with a surprise...

I spoke with Anna Skosana on the 3rd of June 2021 to confirm an amount outstanding at FNB. I forwarded the proof of payment to Anna where I paid the amount in full. NOW when I requested my paid up letter (after being told I would receive it in two weeks), I get told that there is an outstanding amount. The amount I paid was to settle my account and get rid of your company as well as FNB! Between the two I don't know who is more unreliable.