They do not want to close my loan after o have paid up the settlement amount given to me

I had a loan with FNB and on 04 October 2018 i was given a settlement amount R 15,730.56. which i paid, I have tried so many times to get the account closed and get the settlement letter and no one is helping me instead they keep sending me from one person to the other. Quotation was from Samuel Sebelebele FNB Loans

I send mails to the team leader who didn't border answering my emails or call. **********