Poor Service and Unwillingness to assist - DirectAxis

I settled my loan with Directaxis as I am in the process of buying a home. I requested them to send me a paid up letter and I explained to the many consultants that I spoke to them from Tuesday how urgent and critical that I have this letter before end of business day today.

Every time I call, I am told stories and I am I must wait for their system to generate a letter between 5 -10 days. I pleaded with them to assist as I do not have the luxury of waiting 10 days. What is most frustrating is that the money is in their account, still they tell me they cant give me a letter.

As much as I respect and undertand that there are systems in place, I cannot believe nor accept that a big company like directaxis will not have any escalations methods to assist in cases of emergencies.

Their lack of urgency and unwillingess to assist has put me in a very difficult position where I stand to lose the house to ensure the safety of my family. I have been a loyal customer to DirectAxis and I find their conduct very dissapointing and disheartening .