Consultants dont follow procedure only for you to be paying for their actions

Your banking services are not up to standard since consultants are working from home procedures are not being followed, I spoke to 3 different consultants 2 of them on 15 Jul 2020 in the morning for settlement amounts on my smart spend loan and it turns both of them gave amounts and did not send quotations on them, I paid the amount on the 15 Jul 2020 only to find out today that there is another amount that is outstanding, it seems to me that something is wrong here and the consultant I spoke to today is refusing to log a complaint for me.

Consultant names are: Taki (Personal loans department) the other lady was also from the same department but I forgot her name, Zukiswa (Part of premier team of bankers)

My issue now is that while I wait for the matter to be solved I will be incurring interests on problems that are not of my own making.

I have honestly had enough of FNB services, I understand its covid times but I have finally seen this bank for what it truly is and pursuing to close my banking account as I don't see exactly what I am paying for anymore.