No paid up letter for my vehicle

I have been calling Absa vehicle finance and begging them to send me a paid up letter to no vail. I was told I will get a refund and only then can they send me a paid up letter, I don't understand why there was no communication sent to me to say that I have finished paying for the car. Why they had to wait for me to constantly call them, and still get no assistance ?. Can someone please help as the consultant that I'm dealing with seems to be so poor in communication. I can't wait for the whole month for just a letter.