Terrible Process and Customer Service

I requested a discount on my settlement fee for my personal loan at Nedbank which I settled within 2 days of getting the amount. Every time i call the call centre to reconcile the account and provide me with a Paid up letter they keep transferring me to different departments at least 4 at a time and don't call me back when the call does cut with all the transferring. Absolutely no structure as to which department deals with what. I think this is very unprofessional as I need all this information to be dealt with as it is affecting my credit score