Nedbank incompetence

I called Nedbank Housing on ***to negotiate a settlement amount on the bond account I took with my wife. I called on 29 April 2019 around 15:40. After speaking to two call centre agents, who seemed not to know what i was talking about, the third agent, Ntombifuthi said something next to impossible. She said if I wanted to settle my bond account I should call them on the day I wanted to pay. They would then give me a settlement amount which I should pay same day. And that would be the end. I tried to explain what she was saying is not what Nedbank say on their website, that there is a 90 day cancellation process and also a cancellation fee needed to cancel my bond account at the deeds office. I am afraid Nedbank has no idea about their call centre agents, that they do not know what they are employed to do. Can somebody call me and take me through the process of settling and cancelling a bond account?