They keep on asking for more money even after clearing the loan on time

This is a continuation from my previous review, I got a call after the review and the person promised me that the account will be closed but that has since not been the case. I have been asking it to be closed and different consultants keep saying it will be closed until this morning I got an email asking me to pay more money over and above what was due to be paid. I v called the office and was helped by a consultant who said she does not know how to help me and cut the phone. Can someone on this platform help with where I can report and get my name cleared