Failure to Issue Paid-Up Letter and Unprofessional Conduct

I am very disappointed with this company calle Mpowa. They are refusing to give me my paid up letter even when i have settled the account. They are telling me that I must wait for May to get my paid up letter but I have settled my account on the 2nd of April. I made it clear to them that I need the paid up letter for my own reasons. Their consultant are so rude and one of them told me that I dont have any rights to a paid up letter after settling the account.

He also went further to tell me that Mpowa is not afraid of NCR and Ombudsman as they will do nothing even if i escalate the matter to them. This consultant called me on the 13/04/2026 from ***. This company is really failing me and going against my rights as a customer. Please dont ever take loans with this company as they only treat you well when they want to win you as a client, but when its time to close accounts, you must do it on their terms and all you will get is rude emails and calls as if thy are making you a favor. This company stated that they are not afraid of the Ombudsman and NCR. People we need to be careful with such a company that is not ready to comply with any rules and regulations of the NCA. I have also picked up that all their consultants are Tsonga so I dont know if this is a family company or there is just an act of ******** in this company. I regret having to take a loan with such company with rude consultants. The way the guy was talking to me, is like he owns the company and no one can tell him anything. The pride and attitude was totally unacceptable. NCA needs to start an investigation and review in this company.

What type of company thinks that clients have no rights to paid up letters when they settled the accounts?