i want my paid up letter

paid up letter that takes 21 days!i made payment towards my Telkom account already on the 31/07/2024 and expected to get a paid up letter withing 48 hours. i called their call Centre they all confirmed payment received however paid up letter not available. please can anyone explain to me why must i wait for almost a month while payment has been received and acknowledged as received? why will a simple confirmation of payment takes a month?! this is not the 1st time i settle a debt and never have i had any issues with the paid up letter whats so difficult with this specific company?