Frustrating Experience Requesting Settlement Letter - No Assistance via Phone!

I am extremely disappointed with the service I've received from Capitec Bank. I've been trying to request a settlement letter for my personalised credit account, as I want to pay off the outstanding amount in full. However, every time I call, I'm transferred from one department to another without any assistance or resolution.

I work full-time and cannot visit a branch during operating hours, which is why I'm using the call centre. But what's the point of having a phone option if no one can actually help you with such a basic request?

This matter is urgent, as I want to settle the credit account correctly and ensure that the loan does not reflect on my credit profile after it's paid off. Capitec always advertises convenience and excellent service, but my experience has been the opposite.

I am simply asking for a settlement letter - something that should be quick and easy to generate. Please assist me as soon as possible so I can resolve this matter without further delay.