Paid up letter/interest charged on settled handed over account

To whom it may concern,

I received a call from an advisor in April or May 2019 to set a payment arrangement on my handed over account - which is what we did. It was concluded that my last payment should be in December 2019.

The last payment date was 31 December 2019. Ever since then I have called numerous times to ask for a settled or paid up letter. Every time I have called, someone promised to send it to me via e-mail and only to get a call from an Advisor today to say that I have an outstanding balance of over R1000.

This is absolutely wrong!! If an arrangement took place at the the time the account was handed over then surely all interest and commission should have been taken into account! (This interest and commission is also wrong) however arrangement was made. We all agree to this as this affects our credit score.

While interacting with this person via telephone, I have requested a manager to call me to resolve this and explain why the interest accumulated on this account (how can interest be accumulated if the account was handed over and I COULD NOT make use of this account????) And only at this time did the advisor want to send a breakdown or statement..

Please note that when advisors call, they are quick to say that the calls are recorded... for what reason? So I have requested for management to give me a call and to refer or get a copy of the recording of the interaction with the person who called me to set up the initial arrangement. The advisor did not end the call in a good manner. What will be done to resolve this issue?? The issue with this handed over account and interest added afterwards does not make sense.

I am very ****ed off and utterly disgusted with this pathetic service.

I serve in the customer service industry and know my rights and never have I treated a customer like this.