Paidup letter

Hello Peter since I logged complain against Capitec Bank I didn't receive my paidup letter. They said I will receive my paidup letter within 5 days, the only thing that I received via email yesterday, was Viwe from complaints department he/she is closing the file because he/she can't get hold of me, I responded to that email that I was bizy with exam., I said can he/she kindly give me feedback. I didn't receive anything. Last week Thursday Meleni asked me to send her settlement letter and proof of payment, I did that she also said she will come back to me even today no one bothered to help me. Iam no longer owing Capitec can they please give me paidup letter, I app**** for homeloan they just need that letter to approve my loan, I need help please.. My references number is ***5