Can’t even get a simple letter right

I requested a letter from Capitec that shows that my loan account is not under SPECIAL arrangements (it’s up to date) . I requested to reschedule my loan after seeing that it would be expensive I requested that they put me back on my original agreement. ALL I requested was a simple letter that shows that my account is up to date and not under any special arrangement s. After wasting R150 on calls and speaking to more than 8 agents and visiting a branch I still cannot get this letter . I was promised that it would be emailed to me I am still waiting . How can a bank that cannot provide someways simple as a letter expect is to have our entire salaries paid through them ???