Won't take my money

I've been trying for almost a month to get a settlement letter from these people, it would appear they don't want people to pay off their loans. I have the funds now and need to buy a property but the banks won't look at a bond application until I paid direct axis and have a paid up letter to clear my name at ITC , If there is anyone with a heart at the company who could help id be really grateful and calling the call center is a disaster. Ergo please help me