Struggling for over 20 days to get a paid up letter

I am struggling to get a paid up letter from Standard Bank credit card account. I paid up my account on the 2nd of August and requested a paid up letter, to date I have not received anything. On the 16th August I got an email requesting for me to close my U count account as they cant close the account while I have the U count account. I immediately called to close the U count account and send them proof. On the 20th I received a request for the same proof that I send and it I send and I subsequently send it again. It takes Standard Bank approximately 5 days to respond to requests even when following up with a reference number. Currently I am so frustrated that it can take so long just to get a paid up letter.