ABSA Personal Loan

Hi ABSA, my mom has been trying to get her paid up letter on her personal loan since 16 July 2020. She is being thrown around between the Debt review and Personal Loan department, and no one is willin to assist her with closing the account. Going into the branch is useless as well, they give her the same numbers she calls everytime and gets thrown between these two departments. Her account is busy accumulating service charges for nothing. What needs to be done in order for her to get her paid up letter?