Refuse to send me settlement letters.

Since covid, my cheque account and credit card account has been in arrears. I'm finally in a position to settle both these accounts and standard bank refuses to send me a settlement letter for either of these accounts. It's literally been 2 months and countless phone calls to standard bank. While I wait both these accounts are incurring interest. I honestly feel as if standard bank doesn't want their money. I'm helpless and not sure what else to do.