Poor sevice and unhappy customer as false information ws provided.

Poor service last week I settle my personal loan via the app the next day I chatted to the agent advising the account is settle and wanted a closure letter she advise its automatically as the balance reflects zero and no debt order will run today i see about R 1000 was deducted for what i need to know ? the chatting option is supposed to be convenient yet a person is always routed to department and no1 can really assist