Company refusing to send paid up letter.

I have been trying to get my paid up letter from DirectAxis, they refuse to send it to me, I asked for statements, that too gets dismissed. their call centre agents are the worst, they are rude and drop the call while you are still speaking. its going to be two weeks calling and fight this company to do the right thing send me my paid up letter and statement. the call centre -100/10. very poor. what is more worrying is that, after Ive paid up the current account, agents have been calling on a daily offering now loans. when I ask about the paid up letter, they cant assist. Do not do business with is company. they are poor at customer service.