Credit card Paid up letter request

I have been calling absa contact center and sent an email as well requesting for a paid up letter for a credit card I had with absa. Consultants keep on saying they cannot see my credit card account on the system. The consultant gave me an email address to send the request and I did but no response. I need a paid up letter urgently. This is huge disappointment from big bank like absa. I wish someone from absa can see this and send me a paid letter urgently.