Can't get any assistance

I don't understand what is so hard about closing a personal loan that I have paid in full already. They tell you to request a settlement letter. Can't Capitec's system see that the outstanding balance is R0.00? When trying to request this paid up letter, I keep getting transferred to "another department" and then no one picks up or answers the phone... just endless recorded messages! I also tweeted them but my tweet was ignored.

I'm surprised at how poor their customer service has become. I'm so glad I moved my salary deposits to my FNB account. I definitely will not be taking any more loans or credit from Capitec