PAID UP & CLOSE LETTER

WHAT DOES ONE HAVE TO DO TO GET A PAID UP & CLOSE LETTER AT MORKELS? i have been sent back and forth. they are wasting my airtime sending me from one department to the other and what is worse some agents are giving me other companies contact details ( like Old mutual & Sanlam) for me to ask for a Paid up letter from them. when i requested for a settlement amount i got it the same day. but now i have to wait for months, maybe years. the account was settled early last year.