Bad service no more

I had a loan with old mutual. I had a settlement of R5000, December 2021 i paid R5000 and January 2022 i paid another R5000. Because whenever you call everyone tells different stories. Since February 2022 i have been calling and sending proof of payment and emailing their offices to get settlement letter with no reply from them. I've been sent from pillar to post by this people to clear my name at ITC. Please help.