Theee most *********** debt collection company

I would genuinely like to know what does it take for 1 to get a paid up letter from brooks and luyt. I finished paying off my Absa credit card last month and I was promised by the supervisor that I will get the paid up letter after 14 working days. Now when I call I'm told they cannot give me a paid up letter because I'm nolonger on their system since the account is paid up. So the company has no records of clients that paid up the account? Now my question is where will the paid up letter that I was promised come from?Do I have to draft it myself?What level of incompetency is this?