Settlement letter

I went to the Capitec Branch in Cornubia (Umhlanga) in October 2017 requesting a settlement letter for my account, the branch advised that only the call centre can assist. I called the call centre and advised that i needed a settlement letter for my loan account to which they responded that it should take 24 hours before i will receive it. It took 3 follow up calls and 7 days later, i got the letter, however it reflected the wrong term (how is that possible) i then sent an email requesting a correction and advised that they please dont debit my account as i would like to settle the balance, low and behold, Capitec debits none the less, i then lodged a dispute to have the funds reversed which is what was done. Today i receive a call from Noluthando from Collections (the rudest person i have spoken too) she blatantly reverted to calling me a ****, ( please listen to the recording), i asked her to send me a letter so i can settle the amount today, she said that she cannot assist, i asked for a branch to go to and she could not assist, i asked her for the reason for the call, and she couldnt give me a plausible answer. Capitec please send me an accurate settlement letter so i can pay you guys off, and based on the correspondence i received from Noluthando from Collections today, i wont be a customer in future