Bad service when closing account

On the 25th of August 2020, a payment was done to settle a loan. On the 27th, I sent request to settle the account and I attached proof of payment. I called in and emailed several times requested for paid up letter as well as closure of the account. Today is the 10/09/2020, nothing has been refunded to me, no closure of account has been provided to me and no paid up letter has bee given to me. I am very dissapointed with your call centre, they only care about being rated for service. On your side, you were very quick to payout the loan to me and were very quick to debit my account. Now that I am closing it, its a hassle. I am unhappy and very dissatisfied with your service at this point. I tried to be petiant but till when?