HORRIBLE SERVICE AND LACK OF HELP FROM NEDBANK

I am so frustrated with NEdbank. I have called them more than 5 times this week for assistance and nothing. I spoke to the complains department, she promised to help and now i am struggling to get a hold of her. I have sent her an email to say that i had paid the settlement amount that was on the letter i received and now nedbank wants more additional money for that account to be closed and for mwe to receive a settlement letter. I am frustrated as i do not know what to do now. Why would they send me one amount on the email and then request a different amoutn on the call? now i am struggling to get anyone to help me. I don't have airtime to call and when i ask the consultants to call me back, they agree and then nothing. CAN I PLEASE GET HELP. i NEED THE SETTLEMENT LETTER TO BUY A HOUSE AND NOW I CAN'T DO THAT BECAUSE OF NEDBANK!