paid up letter not issued

I had requested via email paid up letters for 2 loans using my private banker and the query was logged,but did not get any feedback.I subsequently called,and was told that I could not get this ,as after my loans were paid the bank continued deducting because I did not call them to inform that I have settled.This means ,had I not called,they would have continued deducting. I now have to wait until the reverse the funds before I get the paid up letters letters according to their consultant. All I want are the paid up letters . • Smart Spend Loan ********** 127491 • Smart Spend Loan ********** 069533