poor service, disappointed

I have just finished paying up my personal load ,and last weekend I went to Zeerust bank to get my paid up letter only to be assisted by gentleman there who made me to pay extra money, promising me that I will be able to access paid up letter when I click on their Nebank app even today I cannot get it. I end up calling them on Monday,the lady who picked if the line said I nolonger owing Nedbank and they have to paid me back the amount they are owing me. I provided my banking details. Since I am under debt review I must submit that paid up letter as soon as possible to my debt mediator.