settlement letter

Hi I had a 2 loans with Capitec in arrears but managed to pay them off,I've sent proof of payments to relevant people and communicated with Mark Bruwer who never rep**** the emails up until now.I have paid off the account and I need paid up letters and yet I've been delayed and dont understand why? I'm currently out of the country and can't be reached on the phone but emails hence I'm frustrated as I think maybe they think I dont need the paid up letter and I need it Asap.