Paid-up letter issues

Why is it near impossible to simply be given a paid up letter? I settled my loan with standard bank on the 11th of June, but they was still active on the 18th of June, to which i requested them to close and give me a paid-up letter. They logged the request and closed the loan on the 22nd of June. I went to the bank again to request the letter. But they told me they need to request it once again. That does not make any sense!!!!I find this very poor service. It's easier for them to simply email you the paid-up letter if your account was in arrears and was handed over!!!! That's a very stupid business model.