Paid up letters

I have an underlying condition and have been working from home.I cannot go to the branch because of this and hardly have enough time because i work from Monday to Saturday. I contacted Standard bank this month on 2 occasions to provide me with a settlement quote and they were able to email it to me.I settled 2 of my accounts and when i called on 28/08/2020 to obtain paid up letters I could not be assisted. They said i need to go to the branch to get paid up letters. I cannot go to the branch for the reasons I stated. If they were able to email settlement quote ,why can't they do it with paid up letters,esp at a time like ths.