Nedbank
Cannot get a Settlement letter!!!

I have tried several times to get a settlement letter with NO luck. Why is it, when you phone a call centre, nobody knows what is going on...??? why is that?
All I need is a settlement letter. I have asked for a settlement amount, I have paid it, Now I just want a letter stating it was paid and that everything has been cancelled? NOT that difficult is it?
Who can help please???