Worst service

I paid off Capitec load directly at their branch while was under debt review. Was promised to get paid up letter the same time at the machine or the following day. I went back to the branch three times without any paid up letter. Consultant took my contacts and promised to call back and give me update until today. I called their CCS departments and they just said that my case is attended to and I must be patient. Capitec is the worst bank ever when coming to customer service. I wander if I will ever get the paid up letter so that I can send to debt collectors as they no longer had contract with Capitec regarding my account. I am even planning to report it at the ombudsman.