Capitec bad service regarding providing prescription letter

I had a loan with capitec a long time ago, the debt has since prescribed. I have contacted capitec to supply me with a prescription letter to no success. I have emailed the ccs department and followed up every week with no response. I have called in and the agents say I must forward my emails so that they can escalate only to find out they have closed the matter without doing anything about it. When I call in all I get from the agents is that they cant do anything as ccs department is supposed to deal with the matter. My matter has fallen on deaf ears and the service is very very bad.