Paid up letter

I'm so ****ed off right now by the service I have been receiving from nedbank, I tried to pay up my personal loan this year and year before the last payment date and there was a complete mess up ,as I wasn't advised that it's only valid for 7days. I got a call last week from the collections and I asked the consultant to withdraw the full settlement amount so I can close the acc I called today and was transferred to multiple departments and no one was able to assist the account is still not paid up after I instructed them to withdraw the full settlement amount, I received the worst client service from nedbank since I initiated this loan!!! Everytime you request to speak to a manager or team leader they all apparently taking escalation calls today!