Poor service for closing installment sale account

Account not closed after being settled. I requested a settlement quote as I wanted to sell my car on the 31 of May 2019. The dealer came, purchased the car and the account was settled. 3 days later , the funds reflected. It’s now the 11th of June the account has not been closed off. When I called Wesbank , I was told it will be “manually closed off”. I don’t understand this because I have settled every cent you requested and you only had one job to do.