Settlement letter

I've paid up my ABSA Credit Card with Brooks Luyt on 31 Dec 2019 - but still waiting for proof of settlement letter. Everytime I request a letter, I'm told my request is being re-logged, or they are waiting on confirmation from ABSA bank. What confirmation? My settlement agreement was made with Brooks Luyt, with verbal and WhatsApp confirmation of settlement. I just want my settlement letter - before I'm told that I still owe money on this 'settled' account that should be closed