Bad service

I settled my ploan acc 08/11 i requested this acc to be closed, to date still not done. Overpayment was done i reqstd refund, they now charging me admin and interest fees so obvious now refund becomes less. I chat with consultants daily and everday same story, first they say within 3 days acc will be closed, then i follow up 4 days later, then the nxt consultants says today or tomoro, tomoro i follow up same story today or tomoro. Is ther no one at nedbsnk that knows how to close an scc? Really pathetic service!!!!