Paid up letter delayed and no information on account closure

I have settled my personal loan with Sanlam a week ago and asked them for a paid up letter. I called several times and emailed Nicky Hill a few times with the request. When finally my call was answered the lady said she would escalate it as I needed it urgently fior another application. I still have not received it. This is absolute pathetic service. Is nobody working at this company? I will never use them or direct axis again. Now I can only hope they stop my debit order before month end.