Bad service from Capitec

I have been trying to get a settlement letter from Capitec on my loan for more then 2 weeks. I am not sure why their customer service department exists as they cannot generate the letter and also are unable to contact the relevent department on my behalf to find out what the delay is. Shockingly bad service, with zero follow up. I have to pay additional interest because of bad service! I am very disappointed in Capitec bank. Phone calls, emails, no resolution. Just more of the same..