CAPITEC UNABLE TO GIVE SETTLEMENT LETTER

I called capitec to get a settlement letter for my current loan. I was pushed to 4 departments for them to tell me that I need to go to a branch because I don't have an account with capitec and only a loan. Which is a load of nonsense. I have been requesting settlements from many service providers for many years and this is the first time I've experienced this. I even spoke to the supervisor at loans collections to request via email for a settlement letter and she tells me she is unable to do that. Horrible service as a bank on a hole they should be able to liaise with other departments. Really pathetic service