Bad Service

I settled my loan on the 12th March and have been requesting a settlement/paid up letter several times. Their customer service keep calling me doing verification and to date no letter received, they also say go onto their app/website to get letter I have told them several times there is no letter on the app/website they do not even check. How can they tell you to go get a letter when they cannot even send you a letter when they call you, and how can so many people call you and no one can help you with a letter. They could not even provide me with a settlement figures I called the call centre, I tried on the app/website no figure and went to the branch, I calculated the figure myself. To date there is no letter on your app/website no settlement letter what is so hard to draft up a settlement letter and confirm that records will be updated on ITC.