Sanlam loans lacknof communication

I had a loan eith Sanlam. 2024 I requested outstanding balance so I csn settle the loan. I was sent the amount and paid. When I requested a paid uo letter they told me I still owe R1000. When I later requested the written down amount in 2026 they gave me an amount of R5400. When I questioned if this is legal and wh were they not calling me to say I still owe them I received not response. Its now 2 months