Account closure

I received a settlement discount for account *** which I paid. I sent the personal loan department the same letter and asked them to finalize my account. After 2 weeks I received feedback from Bradwyn Ogle who advised that my account still has a balance. It is evident that he didn't even bother to look at the settlement letter and check if the payment reflects on the system. I sent the email again and I'm still waiting for feedback. I always have to escalate before having any of my issues solved by FNB. The worse is the care@fnb department, they are just a tunnel to pass through matters and never assist with anything.