Cant get a settlement amount

I phoned on the 30th to get a settlement amount on my account. The amount was given but I was told the debit order will still go off. I should phone on the 4th to get the amount. On the 4th I phoned was told the debit order has not cleared and system was not updated yet. I should phone on the 6th and I was told the same story. Was told it will clear om the 7 at 2AM and please to phone at 8 to get the settlement. Just phoned and its the same story again. Can it really be that difficult to provide a settlement amount. All I want to do is clear my account.