RCS service very poor

I wanted a settlement for my loan, they put me through pillars to post. They will say you will get settlement after 24 to 48hrs. With no success until I lost my temper they the gave telephonic. Now that I have settle the loan they telling me, I owe 410 because they never sent me a letter to confirm settlement days. I called I again they gave me settlement amount this what I paid. Now they refuse to give settlement letter. Due to their fault of refusing to give customers settlement and paid up letter. And this is inconvenience on my side as I app**** for a home loan. They waiting for paid up letter. I spoke to Demi she promised she will sort It out with no success.