Loan settlement

Called in to request a settlement letter from Nedbank, they said they send it to me but haven't received any thing

Was on the phone with them for 20 min as their not sure what kind of loan I have, no email address to request it from, when I sms to request balance I only receive sms back saying - "Thank you, you will remain on your current channel of receiving your statement. 40513"

And still no statement or settlement letter - all I want to do is pay them but even that seems to be very difficult to do, not sure on the way forward thus the reason for the review and also a warning for anyone thinking you can do anything electronically with Nedbank.