Capitec bank taking forever!!!

What happened to capitec.. They were awesome in the beginning and now I want to just change to a new bank ASAP... I had 2 loans with capitec which I paid up I just need a paid up letter from them it's one month now just to get that that is ridiculous. I received one paid up letter now to send another query just to wait weeks I'm waiting almost 2 weeks now for the other paid up letter and the only way you can get helped is through email does it really take so long just for one letter on email. This is insane and they only told me about sending an email after I phoned R100s of randa out from pillar to post no one seems to be component enough to do this.... I need to close one account as well that's paid up now I was advised they can only do it when I go into the bank.. No really I wouldn't refer anyone to capitec this is crazy!!!!!!!!