Unresponsive

I have logged a call on Friday 01st May 2015 to request a settlement letter in order for me to settle a loan I have with Capitec Bank. Initially when applying for the loan, I was on point and within minutes of them requesting documentation did I reply and send them what was required. They were fast in accommodating and awarding the loan, now when I would like to settle the loan now they are unresponsive. Their SLA on turn around time says 24hrs, yet we are reaching the end of the business day on the 4th May 2015 and still no response. Even if someone just phoned and indicated that it is taking a bit longer than anticipated, I would have been at ease and know they are working on it. But the silence for me is just unacceptable.