Paid up letter

This is a matter of urgency. I had a cc with nedbank, paid up my cc in 2020. But now getting a paid up letter from the bank seems to be impossible. Contacted the call center but am being transferred from department to department. It's really frustrating as there are no directs contacts with the legal or debt department. I've actually exhausted all method of getting the paid up letter as the staff seem *********** in their job... All I want is a paid up letter.