Bully Capitec refuse to close settled acco

I have been calling capitec for week, trying to get paid up letter and to close the loan account without success. No one knows were and what happened to my transfered settlement money.I spoke to three other consultants this week and each one of them reason differently without satisfaction. Can a competent consultant with banking process knowledge Help. I don't want any money from you, all I want is the transfered money allocated and account closed. This is not a rocket science if you know your job spec.