Wake up Wesbank

I have used Wesbank twice in my last vehicle purchases and have always enjoyed interacting with them. Early this year, 2019, I called the SP to make a prepaid arrangement up to June since I stopped working. The gentleman who assisted clearly knew his job description and was very courteous. Towards the end of May I made a settlement request on my FNB App which I printed out. There was still about R5000 surplus on my prepayment when I made settlement application. I paid the settlement on 28th May. Today on 30th when I called settlements division, the call was answered by a somewhat hostile lady who has no listening s****s, she can only tell you. She told me Wesbank still had to make a debit on my account month-end before the settlement is final. I tried explaining Wesbank has not been debiting my account in the past four months as per agreement but she wouldn't listen. I write this to express concern about a consultant who cannot listen and from experience of working with people, who has a low self-esteem. I spoke to her twice, before I paid the settlement and after. On both occasions I felt Wesbank have a wrong voice speaking for them. If she is the only consultant at settlements, I fear there is going to be trouble in our next encounter.