Paid Up/Clearance Letter

I have been a loyal client with ABSA bank for over 10 years. Problem started when I paid up the loan I had with them in November 2017 . I have since had no joy in getting a mere paid up letter from them. First a request was lodged was then advised it would take 7 working days till thus far its been escalated from one person to the other. I honestly cannot understand how difficult it can be to have a mere letter printed. Bear in mind that loan was paid up way in advance. This service is definitely appalling, if ABSA cannot get a paid up letter right what else are they doing wrong that is still to be discovered. I am ashamed to be associated with this financial institution.