Paid Up Letter

I called Nedbank Legal Department in regards to my Paid Up letter which I requested. So I was told to wait 5 days for it which I will receive it on 6 Dec 2024. I called them on the 10th of Dec 2024 and I was told I need to sent the Proof of Settlement Letter which nobody told me after calling them more then 10 times everyday. This is by far the worse service ever as I need this letter for our Home Loan Appication.