Unprofessional and ********* agent

I received a settlement discount last week with creditwork regarding my Ackermans account. I settled my account over the weekend of R3760.00. I called on Monday to confirm if they received the payment and if the payment is reflecting on the system the agent advised that the account has been retracted and that I should wait 2 working before the payment should reflect. I then received a call from VVM advising my account was handed over to them and that I should request a paid up letter from creditworx. This morning I called creditworx again to advise that I need a paid up letter and the agent advised that they cannot send paid up letter they need to request it from Tenacity. I then called Tenacity and the consultant advised thdt creditworx needs to send a paid up letter so I'm a bit confused of who needs to send me a paid up letter as I myself work in a collections department and I never heard that you need to wait 7- 21 working days for a paid up letter. I called again this afternoon to explain to an agent what Tenacity advised and the agent Siyabulela had an attitude on the call the tone of voice he had and trying to interrupt me while I was trying to explain my situation. I then asked to speak to a manager or TL and he advised that there shift ended and I was the last person on the call however when I checked the time it was 15:45 and when you call creditworx they advise there times are from 8am to 4pm. I would really like use to look into this as I think it's unprofessional for an agent to advise that he cannot assist me and that I should wait for Tenacity to send me a paid up letter as a request was sent through however I told the agent that I am busy getting assistance as I am trying to buy a house and asked for type of proof to say my account was settled but got no assistance just that I need to wait.