Failed to provide me with Paid Up letter,

I have requested a settlement amount and i was contacted by African Bank telephonically and given the amount i went to pay the amount at a branch in Athlone ( Vangate Mall) on the 09 Feb 18, on the Monday 12 Feb to 16 Feb 2018 i have been calling the call center ********** requesting for my account to be closed get a paid up letter and cancel my debit order, to 19 Feb 18 I was asked who gave me the settlement amount as they have no record of it and that they need to go through all the calls to hear this, i was called by your offices i took a screen shot on my phone, i mean how could i suck an amount out of my thumb, why is this taking so long, Am i not speaking English, i mean how frustrating is this i have been calling everyday for the last week requesting this, and now i am being told the account is not closed, i surely did not call your call center to find out how you doing,

African Bank is *********** and a simple request has turned into a nightmare, i just need to get my letter.