Hone loan remains open

I settled my home loan last year and have requested that this account be closed. I have yet to receive confirmation and there is still a monthly amount going off my account via debit order. I have reached out to *** and received a return mail on 9 May promising to respond. I am still waiting. I do not have the FNB banking app because I do not have a current account with FNB. Without the app, one is stuck!