Refusal to supply settlement letter

I have been on debt review and now managed to pay the last of the funds off as per the balance statement emailed to me by ABSA, I have paid the balance and still charged extra for paying the balance off, I now requested a closure and settlement letter from ABSA Bank and been 8 weeks to date and after countless attempts requesting the closure and settlement letter ABSA Bank still can not provide such and are failing to provide the promised first rate service. I have logged a complaint with the ABSA Banks resolution center and was promised 2 to 3 business days and ill get my closure and settlement letter from ABSA Masenya, Koena: who is the Banks resolution center case manager, I have called the contact number and it will just ring or it will be answered and then I am told Masenya, Koena is not in today or I just missed them and to call back. It seems they are never in to provide feedback, when I ask to speak to a manager I'm told I cant or I am not allowed to, When I then requested to speak to the director I am told the same thing that I am not allowed to speak to them, Last I read when doing my FAIS if a customer requested to speak to a manager or director they have the right to, well I don't know what FAIS stand for any more if it means nothing. All I want from the Bank is my closure and settlement letter, its not like I'm applying for finance in the millions. This is my last resort in attempting to get this letter, from here I will have no choice but to go to small claims court and start claiming costs in relation to phone calls and time spent attempting to resolve the simplest of matters. could some one that is able please just assist me and call me and email me my letter of closure and full and final settlement, that is all I am pleading for. thanking you all kindly.