bad service

I requested a settlement letter was paid in full checking my profile it shows my account is a minus and still owe them all the agents I spoke to told me they will call me back but still nothing from them phone them back after 3 hours and were told they can see something is wrong with my account but the person who deals with that is out of the office they will come back to me hope to hear from them but I'm very disappointed with they service quick to process the loan but when you try to settle your account you get various problems.