Unable to settle personal loan

I went into a Nedbank branch today to settle my personal loan which I took out 8 days ago. I am told that I must phone them which I then do. I held on for about 20 minutes just to be cut off by the *********** person attempting to assist me. I phoned back again held on for another 20 minutes and this time I get helped. The consultant asked me if I want the settlement amount emailed. I said yes and I want her to give it to me. She provides me with an account number and a settlement amount with a ridiculous amount extra that I have to pay for a loan just older than 8 days. I never received an email and when I tried to pay the settlement amount the account number doesn't exist. I phoned back again to be told now they are closed. I asked to submit a complaint and get transferred to the complaints department that get this is also closed.