Bad Service - Direct Axis

I had requested a settlement letter to settle my loan which i received, the settlement letter as well as the POP was sent to them on the same day being the 17.03.2021, to date i have not received the paid up letter, i have been trying to call the number on the letter - *** for the past few days, go through the whole procedure to put in ID number, then the teleprompt states putting you through it rings once then u wait, nothing after 5 minutes so i end up terminating the call, i called today the 26th to the 0861 number only to be told by a not so friendly person, u need to phone the collections, she then gave me ***, so i call that number then a voice prompt says we cannot take your call right now, then the call ends, really bad, just for a letter