poor service

I have paid up my loan and sent the POP but when I ask for the paid up letter(I was informed I didn't write my id as reference, but I will receive the paid up letter within 72 hours) I spoke to the team leader promised me the letter will be sent today. I called today requesting to speak to her, she is no where to be found. Michelle told me she request a go ahead to send me the letter they are quiet. I sent an email and messages on WhatsApp but no response. Please do better and send the letter!!!this is frustrating!!!