Paid up letter - Refusing to give it to me

I placed myself on debt review in 2019. The debt review is finished now. Capitec's account have been paid up in July 2025. The debt review company informed me that I need to get a paid up letter, but nobody at Capitec Bank will assist me in getting the paid up letter. They say I must get it from the lawyers, but the debt review company needs it from the banks. I whatsapped Capitec on the 9th of October to get the letter. They informed me that I need to get it from the debt review company, but the debt review company needs it to close my account. I went into the bank today again here at the Vryheid branch, to get a paid up letter, but the consultant told me that I need to phone the debt review company. I think this is very unprofessional. Capitec bank should be able to provide me with a paid up letter.