Can you please resond

I requested a settlement letter for a loan, which I received and settled on time. I shared the POP with the person I was dealing with some Soraya lady, I keep following up with no luck as I wanted a paid up letter. I decided to call Nedbank only to be sent from pillar to post, I got transferred so many times and was on the call for more than 20 mins and ended hanging up. Can I get some help pls