The never ending journey of paying a bank money and them making it as difficult as possible - Do they even want to turn a profit?

Please call me with instructions on what to do next, i have made payment of the settlement amount, i was under the impression that this would be all that was needed from the lady i spoke to on the phone but now it seems there is a new ring to jump through.

"Should you wish to proceed to the cancellation of the bond and close the home loan account, kindly contact the FNB call centre for information on how to proceed."