Home loan settlement horror

Dear Hello Peter.

I am dissatisfied with the service I received from the FNB Home loan call center. Infact I am seeking clarity as to whether the response I got from them is valid, or rather fair. I am looking at settling my home loan amount, and after being sent from pillar to post with just getting a settlement amount, I to my surprise realise that the settlement amount is higher than the current balance of my home loan. When quiring the amount given to me by the call center agent, he could not give me a proper answer as to why the settlement amount is higher than my initial balance. He also stipulated that the settlement amount is only valid for one day. Now my concerns are: 1. Am I not entitled to a lesser amount or at least the balance of my home loan when I settle? 2. Am I not entitled to the settlement amount being valid for more than a day? Especially if it is not discounted?

Would you kindly assist me with this regard.

Sylvia