Settlement not given

Requested a settlement amount on the 21Nov 2023. Was told system cannot give settlement amount due to amount outstanding is less than next premium of end Nov 2023 and I must wait for it to go of. On the 13th of Dec 2023 I received my statement and noticed a amount of R4290 was added and from a credit of R750 to outstanding balance of R9253. Email and Phoneing Westbank to sort this out was unsuccessful and no response on questions why R4290 was added, and what is the settlement amount or outstanding after premium of R8214 and R1526. Today the 13th of January 2024 still no communication from Westbank, account still not settled.