No paid-up letter issued, but loan fully paid up.

Hi. I had a personal loan with ABSA and was offered a discount to settle the loan and finished paying the discounted amount on 25 September 2020, but I still have not received any paid-up letter since then. I made several follow ups with the company that ABSA has handed me over to and they informed me that they are still waiting for ABSA to provide them with the paid-up letter, but I have not received any feedback even today. I am very disappointment with ABSA for such service. Please assist with providing me with the paid-up letter. Thanks