Need paid up letter!!

We paid off a loan with capitec on the 12th of July, and was told by Blake & Associates that we would receive a paid up letter within 5 to 10 working days. I am trying to buy a vehicle, but the loan is reflecting badly on my credit, hence why I paid it off. So today it has been a month since I paid, and I still don't have the letter. I've phoned, I've sent emails, and no one is assisting. Can someone please assist in this matter? Everyone was quick to assist when they wanted the money. I've done my part, it's time to do yours