Horrible "customer service"

On the 25th of November I requested a settlement amount and paid it. I forwarded the proof of payment and the settlement letter and received a response saying that it was received and thanks for using WesBank. I rep**** and asked for a confirmation that my account is now closed as I have had issues Wesbank before. After a few days I phoned WesBank and they confirmed that all is in order and the account will be closed. Later I received a reply on my mail that a final debit order will go off on the 1st of December and I rep**** to ask what the reason is and what the amount will be and received no reply. On the 1st of December the debit order went off, and the amount was the same as each previous month which is a lot more than the monthly payment needed. I was also charged an early termination fee but the account is still not closed, how is that possible. I am really dissapointed with the service received and this has also been the level of "customer service" received throughout the loan term.