Account closure struggle

I settled my account and was promised a paid up letter and a credit bureau update from two weeks, two weeks went by and when I called to follow up I was informed that debit orders take 14 working days to reflect from another bank into their books (first time hearing of this about a financial transaction taking that long to clear wow).. Fine, was advised that I will be contacted with feedback for atleast the paid up letter as the closure request has been escalated, turnaround date was 7/05 but I could not follow up again. I called in on the 11th and the consultant advised me that my query was only logged on the 10th and because that is not my fault, I kept emphasising that this needs to be expedited because it has been over 3 weeks requesting for one thing and she also kept emphasizing that I must wait for procedure to take cause and wait for 14 business days (and yes, 14 days dating from the 10th). After confirming that she cannot escalate it further for a speedy turnaround she then said she's sent the query back to the agent dealing and should follow up/expect feedback on Friday (14th)...I am still waiting. Please advise on progress and the actual cause of delay?