Account settled and Closure letter

It is now 5 times that I try to get a response from Direct Axis regarding an account settled and closure letter. I requested a settlement letter on 31/08/2015 and received it. I then made my payment on 01/09/2015 for the full amount and sent them a proof.. I tried to contact them, and their lines was very busy. I went onto the website and requested a call-back. After 3 days no call-back yet. I sent them an e-mail regarding the letter 4 times already and every time I get a response that says a consultant will get back to me within 24 working hours. It has been more than 2 weeks now, and still NO REPLY,CALL-BACK OR LETTER !!!! I am very upset and need them to contact me immediately.<br> When they take their monthly payments, they do not have a problem, but when it comes to a customer request, they take for ever.