Terrible service from personal loans

Re-paid my personal loan in full. I have asked over the phone and email multiple times to get the account closed without success. Frome email I get the standard response "Your e-mail has been forwarded to a Customer Experience Consultant who will investigate your query, and provide a response within 3 working days." To date I am still waiting for the consultant response. Tried to phone without success. In the meantime, I am still paying for account services and insurance for a loan that does not exist. I have explained multiple times to consultants I have spoken to over the phone that I am abroad for some period but for some reasons I seems they just can help.

Have been a loyal customer to them, and still I am, but now thinking of changing banks.