Highly Unfriendly Consumer Processes

I settled my personal loan account with ABSA 09/02.2018 after I had phoned to get the settlement amount . On the 14th, I phoned to ask for the paid up letter and was advised by the Call centre agent that, she will send a request on her side to close the account and then request the paid up letter for me from another department, which in my mibd everything will be sorted. On Monday, the 19th, I phoned again to find out the if my personal loan had been closed, to my surprise, the request to close it was not logged on the 14th neither was the paid up letter request, the Call Centre agent that I spoke to said she will send a request on her side seeing that nothing was initiated and will make a note from her side. I phoned again today, the 22nd, I am being told by another call Centre agent that I need to go to the branch that I opened the loan with and request for closure of the account and I told her that this was not communicated and she was just not bothered. I am very frustrated and tired of always following up and these unfriendly process which are inconvenient to me as a consumer. May i kindly be emailed my paid up letter, I have settled my debt.