Need paid up letter from Books & Luyt

My personal loan was handed over to Brooks & Luyt (which is a complaint for another day!!), I paid up my outstanding debt on the 28th of May and was advised by Brooks & Luyt that as soon as the bank clears the amount from their side I will be issued a paid up letter, now I have been informed by the firm that Capitec does not want to acknowledge the payment as the settlement amount is not the same as theirs. I believed the firm issues settlement letters with amounts they have confirmed with the bank?. I have not idea what is going between Capitec and Brooks & Luyt but I have paid up my debt and I feel it is unfair for me to wait because of internal issues. By the way the agents always say they are waiting for a paid up letter from Capitec before they sent it to me.