Refusing to give me a settlement letter

I called today to get a settlement amount for my car - BECAUSE I WANT TO PAY IT OFF. The consultant I speak to says my account is in arrears, which is strange because every month standard bank takes money from my account. And then they refuse to give me a letter TO PAY OFF THIS CAR!!!! This makes no sense, I want to pay this off and you are refusing to give me a letter to ensure I pay if off - what is up with that? Is that even allowed in terms of the law? Or should I refer to this matter to Emerald Van Zyl as he's the lawyer that seems to be making sure you guys comply to the law