Clearing the settlement discount portion

I requested a settlement offer on my loan from Capitec, they sent me the offer on the 8th of February. I paid the settlement amount and sent the Loan Statement with the screenshot of the payment from my app because they wrote on the offer that I need to send the POP so they can close the discount portion. When I saw that 13 days had passed and the discounted portion is still showing on the statement, I called and got hold of one of their consultant who gave me the email address of his supervisor, I emailed the supervisor and he/she did not respond. Same day around 16:00 I called again the consultant said he would escalate the matter I must give the 24hrs which I did but my account still reflects that discounted portion. I needed a paid-up letter so I could send it to my debt counselor so they could cancel the debit order and give me a clearance certificate.

My debt counselor has deducted the monthly installment today from my account because there's no paid-up letter and my balance is not R0.00