Kindly confirm if i must bring my own paper and ink

I requested for a settlement on my card. settled it within 10 minutes of receiving the letter. A lasy called me and advised that they are waiting for the funds to reflect and that she will monitor my account and send me a cancellation letter as soon as the funds are reflecting. I got an sms showing that the funds have been paid over however to date I have not received my letter. This is holding up my whole future and when I call they are telling me to send an email.

CAN I PLEASE HAVE MY LETTER!!!!!!