NEDBANK HAVE A PROBLEM KEEING THEIR WORD

I took out a PL with Nedbank and after a few months I was able to settle the account (atleast thats what I thought) I was having trouble with paying the loan via the FNB app (wasn't sure on what option to choose) so I decided to give them a call on the customer care care line which was of no help because all they said was the option should be there or to choose the home loan option.... Obviously not feeling comfortable with this, one morning (9th May 2022) i decided to go into a branch instead to pay the loan and was help by one the the employees and was told the once settled the account will be closed and I will be sent communication confirming this... 1 month later I checked my Nedbank profile and behold the PL was still there and had gained interest... I then contacted the contact center again again and after explaining to them what the issue was I was told that my issue/complaint was sent to the Admin department who will then resolve the issue and contact me to confirm... Again this did not happen... Not the new month has begun and I have been debited for a PL that is supposed to be settled... Can someone at Nedbank who actually know's what they doing please urgently contact me and get this sorted....i don't see who i should have to pay for an account that has already been settled... Nedbank needs to learn how to keep their word and follow through with what they say they are going to do... Judging by the service I received I am sure that I am not the only one to experience this problem