Account not closed after payment

I had a personal loan with Nedbank which in November 2018 I did an early settlement. I was advised by one of their agents that once I have made the payment I need to call them so they can close the account and stop the debit order, I did exactly that and to my surprise I was told the account will automatically close once the account is paid in full, account still not closed and fees accumulating I called Nedbank again which this case was logged for closure ********** 1, its been over 48 hours which is Nedbank SLA to provide feedback on the case but I has not been actioned and no one has given me positive feedback. This has been dragging since November and still has not been resolved