No good services

I have made a payment to settle an account with Capitec bank. I was told by the debt collection company vertex that I had to go into the bank to give them the letter. Which I did and got feedback from Isreal at boksburg branch as he also was not sure but did his best to get me the info. I then give the credit department a call and was given a email address to email the document to which I did.two days later. I called again and was told that I would get a paid up letter from Capitec yet, I received another letter from which I already received from the lawyers. I emailed back and to question when this process would be completed and no response. Does anyone know how long the process takes to updated and send me the paid up letter from capitec bank. Do They know what is happening in there office. Very unhappy with the slow pace of service.