Paid up letter - Why 21 days later

Does it really take 21 days to get a paid up letter from Brooks & Luyt upon receipt of a proof of payment to settle an account?. The bank that I owed cannot assist me as the debt was sold to this company and when I contact their contact center they tell me that they need approval from the bank to issue a paid up letter? I cannot wait for 21 days and then another 21 days for my clearance certificate from the debt councilor