LOAN DONE TELEPHONICALLY BUT PAID UP LETTER NEEDS A BRANCH, WHY?????

Capitec is unable to provide me with a paid up letter via their contact centre that also provided me the loan. With verified details. They are able to assist to get credit via telephone an email but cannot provide after service when you pay up your loan 4 years in advance. I have just spend 45mins at my personal expense on a call from pilar to post between all their departments. Client care, collections and who knows where. I ended up speaking to Mariam a supervisor in client care after waiting 23mins being on hold!!! They have my email address and contact details but it is "unverified" and thus I cannot get a paid up letter. So must I be forced to bank with them and have their APP to be given an actual "client care" experience. Why is it my problem if your different department do not talk to each other systematically. Yet they have all my details. So now all this supervisor could so do is still refer me query to another department in recoveries which has a SLA of 3 days..where is all this is the Client Care?