Paid up letters

I have been trying to get paid up letters for my loans with Capitec. The other was paid in full in 2015 and another one just paid it off this month through the Shapiro Shaik & Defries Associates. I first made a call and I was told to go to the branch I will be assisted. I went to the branch but they told me they must call headoffice, and after calling head office the feedback was that I can't get a paid up letter for an account from 2015 but this account still appears on my record though it was paid in full. The other one I paid off this month I was told to contact Shapiro Shaik & Defries Associates of which I did and they acknolwedged my payment however they say they can't provide me with a paid up letter Capitec are the ones who should give me the paid up letter. I am now really confused here, I've always thought of Capitec as a very friendly and professional bank until now.