Taking long to reply

I was handed over to G E R H A R D V A N D E R M E R A T T O R N E Y S,

I paid my account in full last year 25 March 2023 and received a paid up letter from the lawyers 29 March 2023 but Capitec did not remove my hand over status, I don't know if there is no communication or they want to punish me, I called Capitec they told me to send Form 19 and the letter I received which I did but my problem is that there is no communication I have to call them all the time to check progress and its taking so long, every time you send an email they take 5 days before they action.