REFUSAL to provide me with my Paid Up letters

I had a Loan and Credit card, which are now closed and paid up. I need the paid up letters for them. I tried the call centre and was informed to go to the branch as I no longer own the mobile number with which I opened the account before 2015 with. Also when I opened the accounts, the biometric system was not yet implemented. Going to the branch was a nightmare. As I am not on the biometric system they refused to help me. Even though I was sitting there with my proof of who I am. I was told to go to home affairs and obtain an affidavit saying I am who I am. I cannot take time off work for this *******. I have emailed their debts email, where it was confirmed the accounts are closed, but no paid up letters. I am on ITC because I was on debt review. I need to come off ITC but require the paid up letters. I am being held hostage by African Bank re: ITC. All I want are my paid up letters for the accounts. I am so tired of this *******.