NEDBANK DOES NOT WANT TO GIVE ME MY PAID UP LATER

I have been requesting my paid-up letter from Nedbank for over a month now Diseko, D. (Dignity), who is handling my query, keeps on ignoring me when I follow up. I have escalated this to ***, but I still haven't got any feedback. REF *** Thobeka EMAILED her and Xoli and yet no response as well.