Unable to get settlement letter

I have been trying to settle a loan I took with capitec. I initially contacted the contact center and was told to send an email to their debt review department. The emails keep bouncing back. I then went into Balfour park branch over the weekend and was told the debt review department does not operate on the weekend. I then went to festival mall branch on three occasions to get assistance- they tried but did not get the response despite escalating the matter.<br> I then logged a complaint with the customer care line(ref ***6) and am still waiting for an update or the actual settlement letter.<br> Why must I suffer when I want to settle the loan in full!!!