Nightmare in refinance of balloon payment with Wesbank

I had purchased a VW polo in 2013. The account number was ********** 7912. In 2018, the contract came to an end and on about the 21st November 2018 I had refinanced the balloon portion of R47000 via Brian Legodi at Wesbank.

A new account number was opened ********** 4161 for the refinanced amount. When I had contacted standard bank I was told that the old account number was listed on experian with and overdue amount of +/-R47000. I had explained to the bank that this account should be closed because the balloon payment was refinanced and has a new account number. I was asked to obtain a letter from FNB/Wesbank indicating that this account was closed.

I had called Wesbank on ********** 272 on the 5th December 2018 and explained the same to Wikus Kruger who had a look into the account and told me that he would send an instruction to the accounts controller to close the account and I would receive a letter indicating the account was closed in the day but before lunch time. I waited and no letter was received.

I had called again and spoke to a call centre again at lunch time and was told that Senobia was handling the account. I was given ********** 295 as her direct contact number. I had called Senobia at around 1pm and now I was told that the account ********** 7912 can only be closed overnight and therefore she would not be able to provide a letter indicating the account was closed. I reluctantly agreed to have the letter first thing in the morning of the 6th December 2018.

So this morning I waited and checked my email, no letter received. I called wesbank at 09:20 am and was told that both Wikus and Senobia are in a meeting until 9:30am. I called again at around 09:50am and spoke to Senobia and now she says that the account was not closed, she does not give out a paid up letter for the account and new set of excuses. - Definitely not what she had said yesterday. She takes down my email and says she can send me an email in the next hour indicating that the account will be closed and they don't update the credit bereau. I then asked her how do i get hold of their complaints division, and she says you can speak to my manager which i agree to and she says going through and cuts the call on me. Now I dialled the same number again ********** 295, to tell her that she did not transfer me but hung up and her phone just rings unanswered. Really bad customer service

ALL I WANT IS A CONFIRMATION LETTER THAT INDICATES THAT ACCOUNT NUMBER ********** 7912 IS CLOSED AND THAT THE CREDIT BEREAU WILL BE UPDATED TO REFLECT THE SAME. IS THAT TOO HARD OF A REQUEST.

I HAVE MADE APPROXIMATE 15 PHONE CALLS, AND SEND ABOUT 10 EMAILS REQUESTING THIS, EVEN SENT EMAILS FROM THE WESBANK SELF SERVICE AND RECEIVED NO RESPONSE EXCEPT FOR THE STANDARD "EMAIL HAS BEEN RECEIVED" NONSENSE.

This was the reference number after making a complaint on the website:

Thank you for completing the customer feedback form. Your reference number for this request is CRS85F07. Your feedback has been received by the Service Resolution Team in WesBank, who will be overseeing the investigation and resolution as soon as possible.

If you have requested us to contact you, a WesBank representative will be in contact with you in due course.