Paid up letter

I have been wasting my airtime for almost a year now trying to get a paid up letter or atleast a statement of my account . I paid up my standard bank credit card in January and have phoned numerous times and all I get is " I'll request for a paid up letter " and when I inform them that I have done that countless times and still havnt received anything . They say " I'll escalate it " and still nothing I have tried phoning Percy the manager and he doesn't answer and Iv tried another manager and he doesn't answer either . I have emailed and even tried the self service option on their website and still nothing .