African Bank nonresponsive

I have paid the loan in full and require written confirmation that the account has been settled, together with the relevant paid-up letter.

I have made numerous attempts to resolve this directly with African Bank:

I contacted your call centre, but the call was disconnected. I sent an email and received an automated response advising that I would be called back to confirm my details. I have still not received a call. I contacted African Bank via WhatsApp and waited approximately an hour for an agent. After providing my query, I was advised that the chat had been disconnected and I was placed back in the queue. I also attempted to use the website chat with Karabo. This chat was again disconnected after approximately 10 minutes without resolving my issue. I also visited an African Bank branch in person. I was advised to use the online channels, which I have done, but as detailed above, none of these channels has resulted in my request being resolved.

My previous query *** has now been marked as closed. I therefore need confirmation of whether this query was actually actioned and, if so, why I have not received the paid-up letter.

I have made every reasonable effort to resolve this directly with African Bank, but I am effectively being sent from one channel to another without anyone taking ownership of the matter.

Please treat this as a formal complaint and provide me with:

Written confirmation that my loan has been fully paid and that there is no outstanding balance. My paid-up/settlement letter. Confirmation that the account has been updated as paid/settled with the relevant credit bureaus, where applicable. A complaint reference number and confirmation of the steps being taken to resolve this matter.

If this matter cannot be resolved promptly, I will have no option but to escalate the complaint to the National Credit Regulator (NCR), as I have already exhausted the available African Bank channels, including visiting a branch