Terrible Service & Lead Times

Good Day, Kindly note that i have been requesting my paid up letter since the 5th of Oct 2023, i phoned and mailed nearly every week. It is extremely frustrating that I don't ever get feedback from "Admin" as the call center can not help us. It amazes me that when you owe you can get hold of them really quickly however when you want your paid up letter it takes to long. Why would the creditors use them when there are so many paid up letter queries??? You also cant speak to anyone in the "Admin" dept however you never get any feedback!! Thank you, Diane