Poor service

Called thru on the 10th to request a settlement letter, I did the payment according to the info given to me by the agent...when the payment finally reflects Woolworths agents Caylen, Andile and Amit expect me to make another payment so that my account can be closed. I am still waiting for the settlement letter after I was told it takes 48 hrs to generate and the settlement amount is valid for 5 days. I refused to pay anything extra than what was required on the day I made that call