WORST SERVICE!!!

I have been a customer for years at Capitec and I have never missed even one payment if I had taken a loan but today they couldn't even assist me with one simple thing! I have a credit cad with them and have been paying monthly without missing any instalment, and I still have an active loan with them. today I decided to settle the credit card, I started by calling the call center to confirm the process if I needed to settle then close it, the lady agreed that if I pay today they will be able to do so and clear the account/debt under my profile, as soon as I make the payment I must contact them, she provided a settlement letter with an additional fee and I made the payment! When I contacted them back they were giving me stories and I was transferred from one person to another without getting any help form anyone. The most pathetic part they promised to contact me back because someone who will be able to assist me was on a call! I guess they still busy with that call even now! This really makes me want to change banks!!! I HAVE PAID ALL THEIR MONEY BUT THEY CANT EVEN ASSIST ME WITH THIS ONE SIMPLE THING!!!