bad customer service

I called the call centre on the 11.1.2018 to get the settlement amount - Agent gave me o made payment on my fnb account to nedbank. Agent advise e=me I need to call after 2- days when the money will be reflecting on their side- I did exactly that. I emailed it so few agent no one get back to me - ref 25.1.2018 pam collections- REF - ********** 3- AND *** I have been getting sms that my account is in arrears- all I need it the confirmation letter