Absa - Delayed and VERY SLOW - Paid up Letter

I recently ended by debt review run and needed a paid up letter for an Absa Credit Card which was paid up in 2014. I discovered that since 2014 I was owed a refund (5 years later I might add). The refund went quite smoothly but now I need a paid up letter. I have been trying to get this letter for 2 weeks so I can get my clearance certificate for the debt review. I have since then not received a single thing. on the 15th of November I was told it will take 3 days. Today I follow up and I am advised it was sent but now they need to request it again and this TAKES A FURTHER 3 DAYS. This is unacceptable. I have had to put my entire life on hold for two weeks due to this letter causing the adverse listing on my name. What is the big issue really? If a letter was generated and apparently sent, why can it not be re-sent???? Now I have to, once again, wait for next week. I already lost one property I app**** for so what is next? And 'surprisingly' I cannot speak to a manager. Pathetic. With other banks you literally get your letter within 15 minutes!! Get with the times Absa