Account not cleared

I paid my car up a year ago. Its still showing outstanding on my FNBprofile. I have personally gone to Wesbank Head office on the 28th of August. I phoned that morning spoke to a lady that was supposedly gonna phone me back but never happened. I decided to go to Wesbank personally where I met with Clayton Louw who is the complaints manager. He informed me that the lady I spoke to was half day and so was the whole team which she failed to mention me. I told Clayton about my grievance I had which he also said he will phone me I had to make the first contact. After various emails and phone calls I ended up speaking to Elize Fourie which informed me that she had a similar client earlier and asked me to send the screenshot again and promised it will be resolve. After a month or so a lady from FNB phoned me with the name Rukheya who informed me my query is being handled. First time and last call I got from her. Again on 10/11/15 I contacted Clayton and my query is still not resolved. At this stage I told him I will have to contact the Ombudsman and he actually encourage me to do so and said my query is by FNB nothing Wesbank can do! He also said that my query is by the highest rank!