DirectAxis Refuses to send Statements of a loan

I took a loan via FNB , which was later handed over to DirectAxis , and having been paying off for the past few years. I received a statement every three months and last statement was 11th August 2023 - I have now sent in a payment which should settle the loan - now I am requesting a final statement - DirectAxis is refusing to send me this information. They sent me a Paid Up Letter - but no statement to show if the final payment I made was the correct amount or slightly over...... Why ? DirectAxis can you not send me a statement ?