Struggling to obtain paid-up letter from Standard Bank

On 16 May 2018 I received a confirmation letter from a Standard Bank 3rd party that my revolving loan account is paid in full less 20% settlement diacount. I was told to phone Standaed Bank Cheques & Loans on ***option 1 to request my paid-up letter. There I was tild to email the confirmation letter to ********** which I did. No response to date. On 17 May 2018 I was contacted by Norlam Attorneys saying my RC loan account was in arrears with the exact amount as the settlement discount. I explained abiut the discount and emailed confirmation letter to ********** and ********** No response to date. On the same day I also sent confirmation letter to ********** requesting them to forward confirmation letter to correct department so I can obtain my paid-up letter. No response to date. I require my paid-up letter from Standard Bank!