SETTLED LOAN, BUT STILL BEING CHARGED

I contacted FNB's Personal Loan Department on 23 October 2018 to obtain a settlement quote, which I received IN WRITING via email. I immediately paid the amount indicated on the settlement quote. I again contacted FNB, as an amount of R885 was deducted from my account for the personal loan and was informed that the debit order would be reversed, where after the loan account would be closed. The money was successfully reversed and I did not contact FNB again until 15 November 2018, when I received a loan statement indicating that I still owe R885. I informed the two agents, namely Nelson (who kept me holding for over 11 minutes that I ended the call and phoned again) and Brendan, whom I spoke to that the loan was settled as per a settlement quote on 23 October 2018. Brendan informed me that the loan was not even in the process of closure and that the R885 was an error on FNB's side. I was assured that the matter was being dealt with and that I would be informed of the outcome on Friday, 16 November 2018. NO ONE CONTACTED ME! I called again this morning, 19 November 2018 and the agent I spoke to simply said that if I paid the loan, it will automatically be closed. WOULD I BE PHONING AGAIN, WASTING 20 MINUTES OF MY DAY IF THE LOAN ACCOUNT WAS CLOSED!?!?! She put me through to Brendan again and he informed me that the matter was being dealt with (SOMETHING I WAS TOLD ON THURSDAY). He assured me that I will be contacted at 9:00 today, 19 November 2018. It is almost 10:30 and still, NOTHING HAS BEEN RESOLVED. So tell me FNB, why bother with settlement quotes and having people settle accounts if you're just not going to bother doing your job by closing the loan account, but God help anyone who defaults on a payment, then you're quick to follow up and phone! I WANT THIS LOAN ACCOUNT CLOSED TODAY!!!!!!!