Frustrated and felt disrespected

I am so frustrated and disappointed as I requested for a settlement amount, the letter was sent I paid and after paying I was told that amount still has a short fall. I called again and spoke to the consultant who was rude and told me it is what is it and nothing more, I had requested her to escalate the matter she said she will but refused to give me any reference number for follow ups. What saddens me most is that the amount is bolded not only once but twice in the letter. Customer service experienced at Wesbank was the worst ever