Loan Paid up Letter

On the 20th of Jan I visited Capitec in Cresta mall to get a paid up letter for my paid up loan account and I was referred to a stand alone machine to print it but when I logged on the system I couldn’t generate the paid up letter. I then proceeded to the consultant(Katlego) who informed me that the account is not on their records because of my DR status. I was then informed that an email was sent to request for the letter of which I’m still waiting. I need the letter so I can send it to my DR company as well as for my records. I have done my dues please also do your part Capitec. I had so much respect for your service but I’m unfortunately let down.