Poor customer service

I'm a under debt review and paid the last installment on my ABSA credit card account, which ABSA confirmed receipt of on the 25th of October. I've been requesting a paid up letter and have been sent from pillar to post unnecessarily. I keep being told that my account needs to be closed for the letter to be issued, but 7 days later, my account is still not closed and the letter is not sent, despite my debt counsellor being told yesterday that the letter would be sent by 12 midday today. Unless ABSA physically needs to go to a forest far away from wherever they operate and chop down a tree to make the paper on which the paid up letter must be printed, there's no reason it should take more than a day or 2 to issue confirmation that my account has been fully paid. CAN I HAVE THE PAID UP LETTER PLEASE!!!!! I'm at the end of the debt review process and need to finalize this, after 3 long and painful years. This paid up letter is the only thing that's standing in the way.