Disappointing service- No assistance at all

I am extremely disappointed with the service I have received. I have been requesting my paid up letter for my personal loan for some time now. When I call your contact centre I am being transferred and not receiving any assistance at all. I have also sent emails and have still not received any feedback. I paid off this loan long ago and now I need a settlement letter as proof that I am done paying. I need this urgently as I cannot keep calling and holding for more than 30 minutes and not get assistance but get transferred from one consultant to the other.