I need a proof/ LETTERthat my Account isn't behind

My husband and I are buying a house. During credit checks, they picked up that my loan account with Capitec isn't up to date which is a lie. We went to the Northgate branch and they refused to give us a letter but a statement from December 2014, stating that they are not allowed, i have to call the call centre even though they were also surprised to not find any of this allegations.We submitted the statement and the agents still insist on us getting a letter from Capitec. I have called Capitec the whole day, being tossed from one Dept to another, nobody wants to help me, they claim that they are not allowed to give out letters like that! For God's sake my account is not behind, I'm their client, and if Big 4 Banks can offer people such letters, what is Capitec?? I don't know how I should explain to them that I need a letter not a statement that my account is up to date, I know and they know that..a 3 liner letter with a stamp and signature from them only! Is it such a huge request??? Must I forfeit a house because they don't want to send such a simple letter?