No customer service

I requested a settlement amount for a revolving loan account. I paid the amount, stating as a reference, in settlement. I was told that the account was to be closed within 4 days. Three weeks later I was informed that the account was not closed and was charged penalties for services accrued on the account. I am a pensioner, therefore I closed the account. The bank, automatically should have frozen the account as giving me access to the money is contrary to the National Credit Act. My query was referred to a manager who after sometime passed the query on to someone else again. It's month end soon and more costs will be added again