PAID-UP LETTER STILL NOT RECEIVED

I had 2 loans with Capitec which were handed over. They have now been settled. I have been requesting confirmation in writing from 13 October and to date I have received nothing. I received an email from Nazley Powell who confirmed that the letter would be sent to a branch. I requested it to be sent to The Grove branch. I have been there and no letter has been sent. I have since spoken to Thapelo, Mandisa and Nozi and all of them keep telling me it will sent. I even went to the Glenfair branch and was told that I had to go via the calll center. This is really poor service from Capitec. How long does it take for a letter to be typed and and sent.I am really disappointed because your banking is supposed to be \Simple"where does your tag line come in. I would like a phone call from someone to tell me that my letter is ready to be collected. If Im gonna get more pathetic excuses"