Very bad service from Nedbank

I have been battling since December 2019 to get two letters from Nedbank, one for my loan account and one for my credit card account, stating that I have a payment arrangement for each account and that I do make monthly payments towards both accounts. On the phone I get shoved from pillar to post and no one seems to be able to help me. I just get empty promises that someone will contact me. This has a negative reflection on my credit record on ITC and shows that I don't make any payments towards my nedbank accounts which is totally false.