Being charged interest for debt I was told is settled. I want answers to my numerous emails!

I keep emaailing and keep getting the same generic response.

Nobody is getting back to my email as per below

Hi Zandile

Following my email, I would like to request that the amount owing reduced, due to my debt councillor telling me that the account was fully paid at the end of October 2023.

FNB did not communicate with me,or call me to state that I still owed a balance, which has since November 2022 accumulated interest! If I had been informed of the overdue balance in November 2022, I would have been able to settle the amount at that time.Instead I have been billed a ridiculous amount of interest every month!!!!

I am willing to settle the amount that I still owed as at November 2022, but i refuse to pay any interest accumulated as I was not aware of the amounts outstanding.

Please advise of this amount I have requested and into which account I can pay it into as I need my paid up letter as soon as possible.