Nedbank deducts after settlement had been paid.

i really hope i can get a answer going through hello peter. I was advised in January that my credit card would be paid up if i made the outstanding balance....which i did. for two and a half weeks i am struggling to close this case and have my credit card scarped. I am been charged for this and i was told to pay a settlement amount and no other fees would be added BUT this is untrue and lies. i would like to know why is Nedbanks service levels dropped from 10 to a big fat minus? i want answers and i want my card closed.