They are refusing to give me my paid up letter even though i have settle the loan account.

I had a revolving loan with standard bank, which was in arrears, and was force to go under debt review; but by The grace of God last month I was able to pay off my debts. I have being struggling to get my paid up letter since from the 20th November 2024. I have been taken from pillers to post just for the account to be closed and send me a paid up letter. Standard bank is useless and its staff behaves like they are all new. No one knows which department does what, l have been transferred from one department to another but still I have not been assisted. I have being told to send request to ask for a paid up letter via email which I did on the 25th November 2024. They responded that they was a credit of 0.93cents which i gave authority to waiave it but even today nothing has happened and no communication was sent. I have called again for follow up the whole of this past week and this week, all they say its Escalation. Really how hard is it to close a paid up loan account and provide a client with their paid up letter? For a bank that claims to care for their client, their services are very poor. Now my debt counsellor are stuck because they need that paid up letter to finanalize my clearance certificate as i paid all my debts. I'm tired with excuses and unprofessional staff. I wanted to move my accounts to standard bank because my employer is using standard bank but after this treatment im good with moving my accounts to them. I just want my paid letter from standard bank. My account no is ***.