Time to change banks...

I've been a Nedbank customer for many years, holding various accounts with them and currently holding a Platinum account. Recently, I settled a loan account, by paying over R100k. The account was then in a credit balance and my expectation was that the bank would refund any credit amount on the account as its been settled. Lo and behold when logging in to my banking profile, this account is still active AND they've added fees and interest TO A SETTLED account. When chatting to the online agents, they are telling me I had to ask them to close the account....A CREDIT ACCOUNT THAT HAS BEEN SETTLED IN FULL!!!! how must you be told to close an account that has been fully paid? I have never had to tell them to close any loan accounts before.. Nedbank has really been dropping the ball lately...guess it's time for a change.