Bad company experience

This year on June I paid off my nedbank loan through the attorneys and all communication was on email and calls and I never got settlement letter to confirm the amount I will. Be paying so I was communicating with Katherine Anagnostou. I only paid the amount we agreed on and now when I call nedbank they're telling about me owing 3k but the amount of 13k they got,i sent her email being frustrated and she was calm to tell me I will get my paid up letter by end of week on the 20th October and still I haven't got my letter and now I'm surprised when I see reviews under this company when people are still waiting for their settlement letters since 2021 so why does nedbank partner with **** companies.