Closure of Loan

I took out a personal loan with FNB in March , I called them last week Tuesday to get a settlement letter , the settlement they gave me was paid the same day . I was told it take between 24 and 48 hours to get confirmation that the loan will be closed. I went to the branch on Thursday only to find out FNB needs to refund me as the amount on the settlement letter was more that what was outstanding. I was then told it will be done by Monday, Monday morning i went in only to find out nothing was done. I app**** for a bond via a different bank clearly because FNB cannot assist me , now they are delaying my application . I plan on moving away from FNB due to bad service.