BAD CUSTOMER SERVICE BY DIRECTAXIS

Some few days I took a loan with DirectAxis. It was duly granted. Yesterday I sent through an email indicating that I would like to settle the loan. I received an auto reply indicating that I will be called in 24 hours and this was not done. This morning I called DirectAxis and requested a settlement qoute. This was indeed indicated over the phone and I was further advised that an email containing the settlement letter will be sent. Within few minutes an email came through however it was just a blank email. I again called them, indicating the blank email and requested that the settlement letter be sent. The agent confirmed that this will be instantly sent. This has not been done. I am really confused now why is DirectAxis making it hard for me to pay them. Surely they should be happy and give me the letter in order to effect the payment. I am really disappointed about this service.