Angry and Disappointed customer

I called them on Monday 26/11/2018 to request a settlement amount of my account as I intended to settle it. I got it the same day, the next day I went to Absa to do a direct deposit so that it will appear immediately. I called them that same afternoon to check if they have received it and they confirmed that they received it however they could not do the settlement letters for me I even requested to speak to manager and she promised that I will have the letters by 10h00 on 28/11. I called yesterday after 12 and I could not speak to Giddeon as I was told he is the guy dealing with my account and he promised to call back. He then sent me statements for both accounts showing that I paid and balance is zero. Upon receiving that statements I could help but notice that I was charged for calling them requesting settlements, charged for the settlement letter, charged for the file to be re-open etc. I then called Giddeon to request letters again and he told me he would have to type them out after he is finished with what he was doing till today ha has not finished. When I ask him but your manager promised me the letter by 10h00 he told me that she did not tell him and she is not around. Even the lady at the dealership tried to call him this morning but he put the phone down on her. I am really not sure what the issue is about typing and giving me my paid up letters or maybe they still want to charge me for the phone calls and ink on the letters and paper. I am very angry and disappointed as I am about to loose a car deal because of them. I have paid all the money I am not sure what the issue is now. Please help resolve it quickly.

My references are AJG5014 & AEI23718.