Disgusting service

I am so irritated and disgusted by the service I received yesterday, this is the most horrible service provider EVER!!! I called in on the 19th of May 2020 to request a settlement letter for my loan and asked that it should be made valid for 14 days since I don't know when exactly I'll receive funds, the person who assisted me advised that if I make payment before my debit order date I must call in since they charge interest per day to amend the outstanding balance that will go off on the debit. Luckily the following day I managed to get all the money and paid the settlement amount.

On the 20th of May i made payment and called to inform them then they asked me to send POP via email and do a follow up call on Friday the 22nd. I called the whole day Friday and struggled to get through, called again on Saturday and still couldn't get through. Tried my luck yesterday Monday the 25th only to be assisted y a very rude NWABISA who told me it's my fault that I did not request another settlement letter before making payment and my normal debit will go off regardless of the interest charged for the 13 days I have paid interest for (as per settlement valid for 14 days). I told her that she is contradicting what the other person told me and she can go back to records to verify this but still she was not even listening to me. I asked to speak to her manager and she put me on hold for a full hour, I am so disgusted honestly this is absolute bull****!!!