Nedbank personal loan poor service

On the 24th December 2020, I called Nedbank personal loan to close my account. They told be if I go into the branch I will be able to settle the account and close it. I get to the branch pay the account off and then I can’t close it because I have to call their personal loans department. I call them they claim I can’t close the account because the funds are not reflecting which was strange given the funds were paid in their branch. They ask me to call them on Saturday today which is a public holiday and they will close. Today I am told it is a public holiday and they can’t close the account. To be honest I don’t get why they giving me the run around. It feels like they delaying my account closer so that they can charge me. Is there something I can do to escalate this matter because it is not aligned with treating customers fairly and the market conduct. I thought the ombudsman said they must make closing the account as easy as the account closure. When I asked for their complaints department they then drop the phone. I have had 3 attempts to close the account and now they giving me a run around it’s really unprofessional.