Settlement amount

I went there to ask for a settlement amount because I wanted to pay off my account. First of all the cashier was rude She gave me an amount, to my understanding it was a settlement amount

2days later I go into Jet to ask for a settlement letter, I'm told I still owe R200

How the hell do I still owe when I was given a settlement amount. To my understanding a settlement amount means a settlement amount

I need that settlement letter Why wasn't I given the entire amount from the get go

O want my settlement letter