Arrogance and irresponsibility

Standardbank refuses to send me my paid up letter for the credit card I had with them. I have been calling since December and still to date there is no response. I spoke to Tshidi in the debt review department at standardbank who informed me that there is nothing she can do to assist me i need to wait for 5 days to get the letter. I waited an additional 5 days and still followed up with her on the 5th day yet still no feedback. I have read so many reviews on standardbank when it comes to paying your debt and becoming debt free, they never send paid up letters just to delay your success! I am furious and want nothing other than my letter.