Unprofessional service

Settlement amount requested and paid prior to the date provided, amount of R35503.45 paid 26th November 2021. The expectation was that this account would then be closed, however on my banking app it reflected an outstanding amount, after the debit order that went off was refunded. i called customer care line and was assured that a call would be logged and account closed. This has still not happened and i have made various calls in an attempt to have the issue resolved but to no success. My last attempt was today, 21st December, and after the same comment that my account will be closed wss said i requested written proof as this has occured before, after holding for a long time, 25min later i dropped the call as i was informed a supervisor will be called to resolve the proof request but no one came back i kept on holding which is unacceptable. I have delingently paid off my account monthly and this type of service is unprofessional and unacceptable. Account number *** amd my ID is ***. From the 26th of November it is now almost a month later and this account is still not closed.