Unallocated payments being held up

I have been waiting and trying to get payments paid in 2013 - 2016 allocated on my personal loan account to get the settled letter, it has now taken about 2 months for the finance department to allocate and locate these payments, and still they are now waiting for the card division to pay over a incorrectly paid amount over to them to resolve another payment query. I had phoned on Friday after phoning every day the previous week, to be told it should be done by Saturday 17 March '18. I phoned again today to speak to Pamela who is not in, only to be told that there is still an unallocated payment they are waiting for to be done. Barbara in finance does not know how long it will take to resolve this. I am really frustrated as this account was presumed settled in November, only to find this mess at Nedbank, and being handed over again for no reason. I need this to be resolved urgently, it has taken too long now. I am awaiting the paid up letter!! My ITC has been very badly affected due to this negligence.