Waiting for query to get resolved

I logged a complaint last week. All good it was not attended to as I thought. Bontle mailed me to find out what time I will be available and I responded to her at 11.30. She never bothered to get back to me. I check the statement this morning and it shows that I am still owing. Yet I paid up the loan.I asked for a paid letter and I have not received it as yet. When will get the letter? And when will this info update at the credit bureau?