I am writing to express my frustration and disappointment with the service I have received regarding the closure of my personal loan

I am writing to express my frustration and disappointment with the service I have received regarding the closure of my personal loan. Despite settling my loan on 1/7/24, I have been struggling to get the account closed for 3weeks now.On 15/7/24, I called your customer service department (***) and was told that the account couldn't be closed due to a refund owed to me. I was told to wait 5 days. However, when I followed up on 20/7/24, I was shocked to discover that no progress had been made, and the account was still active. The consultant I spoke to asked me to wait another 3-4 days to follow up. I find this level of service unacceptable, especially considering I settled the loan 3 weeks ago. Please escalate this matter and take immediate action to close my account. I will not recommend Nedbank to anyone due to this horrible experience.