Absa No Closing a Paid for HP Vehicle Loan

When emailing *** all we get is the generic response "your case has been forwarded to a consultant who will get back to you" ... and a few days later an email saying "Case closed, please rate our service". No one has contacted us to hear our query. All we want to do is close off the HP loan, and we unfortunately cannot walk into a branch because the borders are closed due to COVID. Wondering if we will ever stop getting R9.28 statements on a vehicle loan thats paid up!! How does it end ABSA?