Who is ripping me off!!

In June 2015 I called Norton Attorneys and asked for a settlement figure in order to pay off my Standard Bank credit card. I made an EFT payment for the amount given and never heard anything from the attorneys. I called Standard Bank collection department on the 3rd August and spoke to Tebogo who advised I would receive a paid up letter in 5-7 days. I followed up today and spoke to Katlego who is now telling me I need to speak to Norton Attorneys for the letter and transferred me to Jacob. Jacob now tells me I have to pay R500.00 to close the account!! This is a *******! Firstly who is trying to rip me off - Standard Bank or Norton Attorneys because I was told I was going to get my paid up letter and Norton Attorney is now after giving me a settlement figure and having paid it, want more money. YOU confirmed the settlement figure - it's paid and now I want my paid up letter!