Waiting 3 months for a paid up letter

My name is Davlynn Jordan and I am a Capitec aacount holder. I am very destured by the lack of customer service from Capitec bank. I had a credit card with Capitec which I paid in full on the 1st of April 2021. I was assisted in the bank by one of the consultants who gave me a email address for when I had settled the account to email that relevant department for a paid up letter. I emailed the relevant department in April already but have still not received anything from Capitec. I was so happy when I finally settled the credit card but now I heve been struggling for 3 months to get a paid up letter out of them. I emailed Capitec on the 15th of June and so far i have just gotten a automatic response saying that they would forward it to the relevant department. Does it take 3 months to get a paid up letter? I did not have such difficulty with any of my other creditors regarding a paid up letter. I will be closing my bank account as well as my son's at Capitec Bank. I was planning on opening a fixed investment on my son's account at Capitec but now I would rather open a bank account for him somewhere else and open a fixed savings there. I really need that paid up letter and to think they where one of the places I had paid up first. I need that paid up letter so I can inprove my credit score and they are the only people standing in my way of a better life. I will be getting my lawyer involved because it's a bit ridiculous to wait 3 moths for a letter after you have sent proof of payment.