Settlement letter

Last week I call standard bank asking for a settlement letter for my loan, so that I can pay it off, I phone them they keep transferring me to different department, and drop my calls, I have to explain myself and be ask question for security check which I understand. They told me to go to the branch as they can't help me with the letter, on the 12/08/19 I went to brixton find out its was closed, I than call them again, the laddy ask me questions for a security check, I passed them than she told me the the balance on my loan that I need to settle, and she said she can't send me a letter, which annoys me. I want the settlement letter to be email on my personal email, or I won't pay it's, even if they blacklist me, they will clear my name because I can't keep asking for letter and they keep telling me different stories