Poor Service

First of all I had two accounts in arrears with African bank. I paid up the full outstanding amount on one account and requested for a paid up letter from them several times and after two weeks of calling them and asking them for the same thing I received an sms notification that my request for a paid up letter is declined. That to me is a receipt that I'm entitled to have regardless of circumstance. I'm extremely furious to know that such an institution has no regard of customer service.