Bad customer service

I am writing to formally request the issuance of a paid-up letter for the above-mentioned account, which was settled on 23 March 2026.

Since that date, I have made multiple follow-ups and have unfortunately been passed from one representative to another without resolution. I was recently informed by Lerato (Agent) that the delay is due to the matter awaiting action from the manager, Nicolette Erasmus.

It is particularly concerning that Ms. Erasmus has not responded to the email she personally requested, to which I submitted proof of payment on 23 March 2026. To date, there has been no acknowledgment or progress on this matter.

This level of service is highly unsatisfactory. I am currently in the process of purchasing a home, and the delay in receiving this document is directly impacting the progress of that transaction.

I kindly request that this matter be treated as urgent and that the paid-up letter be issued without any further delay.