Settlement letter

I had settled my personal loan with ABSA July 2019. ABSA had never updated my records. I now need a settlement letter however they refuse to give me the letter as they seem to have lost record of the settlement but it reflects as closed. We have been transferred from pillar to post and vice versa and credit control and recoveries cannot assist. Each one says speak to this one and vice versa. I have never been so disgusted with the service and im sitting at the bank for 4 hours while the consultant trying his best gets no joy. Im unable to complete my homeloan application as the settlement letter is needed. PLEASE CAN SOMEONE AT ABSA HAVE MERCY AND DO THEIR JOB!!!!