Paid up letter request

I requested for a paid-up letter 3 weeks ago and each time I get told that the credit department will send an email. I called again today, Vuyelwa put me on hold for 15 minutes and cut the call. I called again and I was on hold for 10 minutes, I called again asking to be called back but I was told it cannot be done, it seems like no one has a clue on what is happening there. I am super disgusted with the level of service and requesting for the samething over and over again. the last consultant i spoke yo is Zinhle and i requested for a call back with an update because i am not weeling to hold any longer or i will lose my mind.