No response from Standard Bank

I am on debt review and have emailed the third party to assist me with a standard bank loan statement , because to my knowledge the loan is paid up. I have emailed standard bank on the 01-04-2019 and no response.. I've asked debt rescue to also enquire and they told me that Standard bank takes 5-10 working days to respond.. Still to this day no feedback was given-Another debit order went off and still no feedback.. I would like to know if the loan is paid up and why Standard bank is so pathetic that they cannot even supply me with the necessary documents. I need a paid up letter ASAP