No assistance in cancelling loan account

I've app**** for a personal loan and asked for it to be cancelled the following day after the consultant didn't make me aware that it was a consolidation and also made the loan term to be 60 months while i specifically asked for 48 months. I've paid all the money back to Nedbank for that loan and I'm being taken back and forth with regards to cancelling the loan. The agent who assisted me is ignoring my emails and calls, the line manager as well and the lady working in the suspend account has been offline for the past 9 days. I'm getting more stressed and not getting any assistance from anyone at Nedbank.