settlement letter

Hi I had a credit Card at African bank and I was in arrears but managed to pay it off and send proof of payment to African bank collection department,instead of sending me back my settlement letter they told me they're still in a process of making it since I've paid extra money which they must refund me first before they can generate the settlement letter. I dont understand the point of this exercise infact I think is just delaying tactics again to terrify customers. I have paid off 2months ago and need the settlement letter asap.