Zero Service and complete disregard

Wish I could give 0 stars. I was in debt review and was able to pay off all outstanding debt in September last year. In order to get my credit status cleared I needed paid up letters from all creditors. I received all of these (including one from MFC / Nedbank for an amount of over R135k and FNB for a loan of over R100k) but simply cannot get one from Discovery bank which I owed exactly R15k. For the last 3 months between my debt counsellor and myself have sent in the region of 17 emails to Discovery with ZERO response. I have also called Discovery Bank 3 times and been put through to several people on each call that I had to explain yet again what I need and still I have no resolve. In fact one of the staff told me that Discovery do not do paid up letters to which my counsellor noted the following (ie this is *******): The client has advised, as per the correspondence below, that you have refused to issue the paid-up letter. Please note that this is not permissible in terms of the National Credit Regulator (NCR) guidelines, which clearly state that credit providers may not withhold paid-up letters once an account has been settled in full. Basically I cannot get my credit score adjusted and my name cleared because of Discovery Banks total disregard for my request and sadly I have no option but to consult with the Banking Ombudsman. All of this for one piece of paper saying that the account has been settled. My entire credit future hangs in the balance because Discovery simply don't care.