DirectAxis not direct at all! Very *****

I used to be the client of DirectAxis, and I thank them that they came to my rescue financially when I needed them the most. Fortunately I managed to raise some funds and settled the loan. However, it is a mission for them just to send me paid-up letter that states I have settled the loan in full. I have called them numerous times and they just do not want to release the letter, they give me promises that they will send it but no they are just playing games. I am not sure what else I should do. ALL I NEED IS A PAID-UP LETTER, THAT'S ALL! I am not sure if I would really run to them in the future should a need a rise or recommend them to friends and family members if this the kind of treatment they give to clients, or is it that they are holding a grudge that you are making them to loose out on the interests if you cut the repayment term short?