Paid up letters not received

This is my second review about the same thing. I am frustrated and furious to say the least. I paid 2 of my standard bank loans in August. On the 28th of August I called in to get paid up letters and was told I needed to go to the branch for that. On the 4th of Sept I called again to at least have them close my loan status and I was again told that I need to go to the branch for that. I went to the branch on 09/09/2020. The consultant told me that I'll only get the paid up letters tomorrow as per the sms' I received. The service request numbers received were *** and ***. The due date for the service requests was on 10/09/2020 but I still didn't receive the paid up letters. When I called in on 11/09/2020 i was placed on hold for more than 30minutes but the agent that assisted me said she escalated the incident. How long or what does it take for standard bank to close personal loan status and issue a paid up letter. Please assist. My patience is running thin