Unable to get a simple letter stating loan was written off even though it shows this on your system

I have been trying to get a solution to this since 2023 with no assistance. My mother took out a policy in my name around 2001 and in 2009 took out a loan against the policy. However the policy lapsed last year with a loan of over R600 outstanding. This loan was written off in your system. I asked for a document stating this so I can take it to credit bureaus. They gave me a lapsed letter but the letter does not state that the loan was written off. No one in the call center can assist and when I lay a complaint using the complaints email and completed the form I was sent and I did not get a reference number or acknowledgement of my email. I followed up and still nothing. I am literally unable to clear my name because of this. All I need is a letter stating my debt was written off. How hard is that?