Dragging out request for final balance

I've been paying my husband's account & have requested a final balance more than a week ago. Irma called me & said they can't find 2 payments so I send through again the proof of payments. She promised to get back to me, a week later I mailed them asking again for final balance, as I wanted to see if I can afford to settle the account . Still no response, then I send another mail whereas Cobus called me & said they received the payments but they're trying to find out why it hasn't been allocated to the account. But he was going to call me back the same day, which he hasn't done. I've made a payment & send through proof again, saying that I'm making a final payment as I'm not getting a response from them, then Irma contacted me saying they can't accept it as final payment as they haven't allocated the 2 payments yet, but she'll get back to me still today - which I doubt. This more than a week after I have contacted them for a final balance. And in the mean time if there's any money still owing, they're getting the interest. How convenient for them! It seems like they're not there to help people but to drag things out so people can't get out of debt.