PAID UP LETTER

ON TUESDAY THE 12/08/2019 I PHONED CUSTOMER SERVICE DEPARTMENT AND SPOKE TO ZANELE WHICH I WANTED TO OBTAIN INFORMATION REGARDING MY PERSONAL LOAN ACCOUNT, I HAVE SETTLED THE AMOUNT IN FULL ON THE 10/08/2019. SHE THEN INFORMED ME THAT I WILL RECEIVE A PAID UP LETTER WITHIN 24 HOURS. TODAY 72 HOURS LATER I PHONED AGAIN SPOKE TO SITHENBISO WHICH ASKED ME FOR REFERENCE NO WHICH I DIDNT GET THEN IN NOT SO MANY WORDS CALLED ME A **** BECAUSE I DIDNT HAVE A REF NO. NOW I HAVE TO GO TO THE BRANCH FOR THE PAID UP LETTER ALSO I HAVE BEEN PAYING MY LOAN HAVENT SKIPPED ONE SINGLE INSTALMENT BUT YET MY CREDIT SCORE REMAINS THE SAME?