Absurd Settlement

I asked for a settlement amount on my loan which i had made 1 payment (installment) on, only to find out that the settlement is more than the initial loan (Taking into consideration) that i have already made 1 installment.

I requested an explanation, only to get an automated response about how my query will be actioned in 3 days, its been 3 days now and i haven't heard anything from them. I am disappointed with their customer service.