Bad client service

I'm have been struggling to get paid up letter from Wesbank for week now for my paid up vehicle loan ,i never struggled when i requested settlement letter and since i have settled my account they cant provide me with simple paid up letter, everytime when i call they take my email address and promise that i will receive it in the minutes ,since from the 14 June 2021 i still haven't received it. i spoke to a call centre agent by the name of Junior Banda who threatened to hand up the phone on while we were having different opinions about this issue.

its my right to have settlement letter, i don't owe anything. why do i have to struggle with a simple document?????????????????????????????????????????????????????