Nedbank loan paid up letter

Hi. I am struggling to get a paid up letter from Nedbank Loans Department. I called last week and asked for a settlement, the consultant said there is no settlement. I then asked for a final amount to pay and she advised that it is R2,923.87 which was paid last week. I then called again following up on the paid up letter and I am told there is a balance of R131,43 for insurance that was billed on the account. I paid what was given last week, there was no mention of an extra charge. I need the paid up letter because I paid what I was given to pay.