Letter indicating I cancelled my loan

I app**** for a R1000 loan, but cancelled it afterwards. Getbucks still debited my account which they refunded back afterwards.

I am busy applying for another loan and I asked them to please send me letter that states that i did not receive the loan or that i cancelled the loan. Nobody is able to assist me. All of them says they cannot give me such a letter, My question is why not, clearly they can see on the system that i did cancel the loan. I am very disappointed and i would like to speak to someone else than the sales agents. I need this letter urgently.