Securing of a paid up letter for ABSA credit card

This is the most pathetic service we have ever experienced with ABSA bank. On the 16 October 2019 we requested a paid up letter from Absa bank credit card. First we were informed that there was a refund due. Ww sent through bank statement, identity document and letter of request. The money was refunded and were told to call back after 3 to 5 working days to apply for closure of the account and then call again in another 3 to 5 working days to request a paid up letter. After sending large amounts of money on airtime for calls lasting on average 16 to 19 minutes we are not feed up with the incompetence of the call centre agents. Its always please hold whilst the system is loading or let me enquire with the other department or call back after 3 to 5 working days. What more must we do just to secure a paid up letter. Enough is enough Absa this is not on.