Having to jump hoops with DirectAxis to get a loan paid up letter

I have settled my loan account with DirectAxis on 14 Nov 2021 in full & called them on 18 Nov 2021 for my paid up letter & they promised to send it within 7 working days.

I decided to call DirectAxis on 17/12/2021 and they promised to have the paid up letter sent by email within 3 business days as a priority. I still have not received the paid up letter now 43 days after settling my loan with them. I'm not sure what precisely to do to obtain this paid up letter because DirectAxis is not sticking to their commitment and will not sent me this letter.

I also sent them various emails with all the relevant details on *** requesting for this paid up letter but still nothing not even an auto reply with a reference number from a ticketing system to acknowledge my emails sent.

This is really a bad reflection on the DirectAxis and its holding company(s) if something as simple as a paid up later is not forthcoming after settling a loan and getting in touch with service consultants twice in addition to emails. This is bad customer care from their side really.