paid up letter

i am having the worst time ever getting a paid up letter for my credit card and loan i first spoke to them on the 17th of february requesting the paid up letter and received the incorrect letter. i then called again yesterday on the 24/02/2016 and i was promised an email but nothing came.today i spoke to Thandeka Khumalo who advised and assisted me by transferring me to a women by the name of Mariah or Miriam from client services she did not state her surname after a long wait she started explaining i then requested to speak to her manager and she said she was putting me through to Lerato Thema and transferred me to leratos voicemail.when i called back the call centre was closed this is after being on the line for 30mins with no assistance. what exactly do i need to do to receive the correct letters?