BAD BAD SERVICE BY FNB

I'm so disappointed with FNB I took out a small personal loan of R5000 in April after the first instalment I asked for a settlement letter which I'm in position of I called they call center which most of they agent just hang up the phone in your ears, So after receiving a settlement letter I made the payment which the account was then supposed to be closed to my surprised when I logged on to Transunion and experian my credit score has dropped because FNB did a mess up on the side if I was to pay more money I was suppose to be informed by them and when check my statement FNB never made any attempted to debt my account please assist me by closing this account and fix my credit record PLEASE my ID NO IS *** and my contact no is *** which FNB never bothered to update my personal details