Direct axis run around! Refusing to provide a settlement letter!

I made a transfer from my cheque to my loan account online- I PAID MY ACCOUNT IN FULL!! I need a paid up letter asap! I have been trying to get one for 20+ days!! this is not acceptable!! the requirements has now changed how many times! every time they want something else I am sitting at a branch as we speak and even they have no idea how to help ma as the new requirement letter does not exist! I paid my account! They can see it on their system - and still refuse to provide me with a settlement letter!!