Disgusting service

Tuesday this week i received an email from this Company requesting me to arrange payment,whereas on the 16th of January Lebohang Tshiloane sent me settlement letter and i settled the Account on the 18th of January,i called them Tuesday morning regarding the email and paid up letter ive been waiting for because it was the 14th working day that day,now they told me about 21 working days,when i checked my credit profile today its updated and there is a balance and i sent an email to Lebohang she did not respond as usual,i do not understand what kind of people are working there who tells u different stories everytime u call and never respond when u following up by email whereas when u requesting settlement letter they respond very fast,now i want my paid up letter no response when i called i was told before the end of this week or 21 days,when i check credit profile i still owe