Account Settled, no Paid UP Letter - WHY!

I have settled my credit card account with African bank on the 29 November day 2023 based on a settlement letter that I received. I visited their branch after 7 day for a paid up letter and was informed that there was a refund due to me. "Oh wow, thanks" I rep**** and accepted the refund. The consultant than sent request to close the account to be able to give a paid up letter. I was informed that as soon as account is closed on their side they can issue paid up letter. Till today 01/03/2024 my account is not closed, no paid up letter and numerous call and emails and no one can assist. I sent an email with the Discounted Settlement letter to the manager Zinhle Mjiyako whom I also spoke to and still no resolution. Debit orders still go off, collections call me daily and every time I explain the same thing and they all agree, YES we see that you have settled the account. This is frustrating!