Loan repayment/settlement slow and poor assistance

Capitec is slow to assist with the settlement of the loans that I have,

Paid on the 20th of March, the account is still not closed.

Called today, and now they require me to request a settlement letter.

No notice or options on the banking app to have a settlement letter or ammount.

Called again to request a settlement letter for one of the other loans, the operator could only give me the amount over the phone. Had to transfer to another department for that. I declined and just took the ammount due.

Tried to pay the ammount but the app refused, as it was too much for the outstanding balance.

Please explain to me why if I pay it does not rewuest me to get a settlement ammount first, then when I do get the settlement ammount the app cannot process the ammount given?

Please also explain why you would charge R130,68 for an ammount remaining of R0.42c

This is discouragement of repaying loans.