Settlement of account

I have been requesting for a settlement letter for 2 weeks now and no response has been provided from email address *** and from Zoleka Sotufa who calls me twice a month to remind me of payments but now that i want to close the account, no one is available for assistance. I want to settle the account. The company is not responding the next thing more interest will be earned on the account. The employees provide their personal contact numbers then also don't respond referring to Norah from Roodepoort branch. Which makes me wonder how long will it then take for me to receive the paid up letter.