FNB **** to me!!!!!!!!!

I AM BEYOND ANGRY NOW. YOU GUYS SENT ME A OFFER TO SETTLE ALL MY LOANS WITH A 20% DISCOUNT A FEW WEEKS AGO. I AID YOU OVER 70K TO SETTLE AND PAID EXACTLY WHAT YOU TOLD ME TO PAY. I THEN SENT A REQUEST ON 23RD FEB FOR PAID UP LETTERS AS I NEEDED TO SEND THIS TO MY DEBT REVIEW COMPANY SO THEY DONT TAKE ANOTHER MONTHS PAYMENT. I HAVE BEEN WAITING ALMOST 2 WEEKS FOR A RESPONSE SO I ESCALATED ON SOCIAL MEDIA. I THEN JUST GOT A EMAIL NOW TELLING ME I STILL HAVE OUTSTANDING BALANCE FOR EACH LOAN TOTALLING OVER 20K!!!!!!!!!!! WHAT THE HELL IS GOING ON HERE IM SO ANGRY. I WANT THIS SORTED NOW AND MY ACCOUNTS CLOSED AND MY PAID UP LETTERS SENT. I HAVE A EMAIL STATING WHAT I SHOULD PAY TO SETTLE MY ACCOUNTS WHICH I DID ON THE 23RD. HOW THE HELL CAN YOU NOW TELL ME I STILL OWE 20K!!!!! IS THIS A JOKE?????????. WHY CANT YOUR STAFF SEE I HAD A DEAL IN PLACE. WHY MUST I WAIT ANOTHER 2 WEEKS FOR A ****** RESPONSE.....I WANT THIS SORTED NOW PLEASE TELL ME HOW I CAN ESCALATE TO CEO LEVEL CAUSE IM DONE NOW.