Bad communication services

I had paid in full in 2023 my homeloan bond account. There were no any verbal (e.g. a call ) communication feedback to assist what would be next stage expected except to be informed after several months that there is money I am still owing to FNB. This had transpired after I cancelled my homeloan bond account and requested FNB to assist with paid out letter. This institution after COVID-19 has gone worse in terms of communication service to guide their clients but expect them to be all knowing as if they themselves work within the this bank. I would not recommend anyone to this bank especially if you bit lack financial resources, because if I did not have any means what would have happened.