First daylight robbing bank

I have a credit card as well as a loan account with FNB. I requested settlement amount and paid the monies on the relevant accojnts and requested closure. To date, my credit carf is still open and now there is another R3 debit owing to FNB, after I requested that ghis account be closed. As with the loan amount, I called in and was told the amount I needed to pay, which I have done. I even got a settlement letter confirming this. A person by the name Oratile Mosadi, now emails me to say, I owe.more money, yet the loan has R0 outstanding amount. Why are are we paying a service and banking fee to get such pathetic service. I want the ombudsman detail. I am fed up paying and paying and payingg afetr numerous requests was done to close these accounts.