Worst customer service in the industry

The absolute worst service ever. A year ago I took out a small loan with Nedbank and I've been trying my hardest to reach out to customer service and the consultant that initially assisted me, Natasha Moonsamy to settle my account and pay it all off. No one is getting back to me and Natasha just gave me a number to call. Upon telling her that I unfortunately can not call the number as I am currently in America, she just said that she can't see settlements from her side. I asked her to refer me to someone who is able to assist me via email to which communication then went cold turkey again. I completely understand if something is beyond your scope of work, but at least refer me to someone that will be able to assist me?? How is it THIS difficult to get assistance to just settle your account? I feel like this is just one big **** NOT to help me out to ensure that I just pay more and more interest.