Customer Service is Pathetic!

I took a loan out and wanted to pay back the full amount. I emailed Capitec and they responded informing me that I need to call the call center line and one of the consultants will provide me with the settlement amount. I then proceeded to contact the call center line and I was then informed that they cannot provide a settlement amount,I will need to wait for a settlement letter which takes 24 hours....well it has now been 48 hours...and still no settlement letter. Can someone please tell me how to settle my loan,instead of re-directing me to different departments. How hard can it be to pay my loan back??????