ABSA Vehicle Finance cant update my account and send paid-up letter

I settled my vehicle account 0n 22 July 2022 and emailed POP several times to ABSA as requested. I requested a paid-up letter, my account to be updated and closed. i have received nothing to that effect. Every time I call, there is an amount outstanding. I have to re-send POP again. this happened for the 5th time. They promised to escalate, but no solution is forth coming.