I need prescription to start a new beggin.

I have a credit card and Personal loan with Capitec bank, Capitec has indicated that they only way to get a prescription letter is to speak to Shackleton. I am currently not working, I could not able to pay towards the accounts as the is no source of income. I tried to look for a job and this account still reflect even if when I spoke to capitec and she said is written off on them. I request my prescription letters as per section 68 of 1969 of the RSA. Capitec knew that I was over indebted by then and you went to buy those accounts.