Awaiting settlement from FNB close to a month

Hellopeter took a personal loan at FNB in 2023 now I want to settle the loan I requested the settlement letter on 31st of October 2025 telephonically I was told to wait 5 working days,I went to Jabulani mall branch I got a screenshot, I then received a letter with incorrect banking details I went to the branch in bank city they assisted me to call loans department I was told to wait 48 hours my query is escalated, I was never answered I emailed them again they told me wait 48 hours again and on the 15th of November a deduction was made which I did not budget for i have been taken from Piller to post with no assistance, and getting more interest I received another email on the 19 to wait another 48 hour, I find this very unprofessional and inappropriate. I never got assisted also when I tried to enquire about savings for children the service from bank officials is not satisfying