Poor administration

I have made a settlement on the 21st June 2024 and have been STRUGGLING to get a paid up letter!called customers service today to be advised that my account is not yet been update,payment not allocated therefore they can't provide me with a paid up letter neither cannot confirm when my account will be closed. How many days does it take to allocate a payment that was made directly from 1 of your branches surely that payment reflected immediately? I NEED PAID UP LETTER AND CONFIRMATION OF ACCOUNT CLOSURE AS THIS IS MY RIGHT AS A CONSUMER!