Very Unfair service

My huband had an outstanding amount on his credit card. The account was handed over to Blake and associates. They gave my husband a discount and said he must pay it once off. He paid it as an immediate payment the very same day which was the 21/10/2024. We have made 3 calls to them requesting the paid up letter. One consultant said only in 7 to 21 days and another named Irene said 7 to 14 days. Really they got the payment straight away and now they dont want to give a paid up letter. Their accuse is the delay is capitec , they need to wait for capitec. We urgent matters we need to take care of and they giving us a run around. This is really not on.