Paid up letter / Settlement

I am so disappointed how I have been treated by African back , been calling non stop not even a courtesy call . I made few call requesting settlement letter which they advised me how much i should pay to settle the account ,went to the Krugersdorp branch on the 1st of March which I called again the collection department Agent at the branch assisted me Made the payment to my surprise when I request Paid up letter Customer service says my account is not settled ,when call collections they say they my account is settled but they cant send me a paid up letter . Now my credit report will look so bad ...I am so frustrated right now and tired of calling customer service and collection department for African bank yho.