Paid Up letter not received since 15 December 2025

I have received excellent service from a consultant by the name of Khuthadzo, This is actually where the excellent service stops. Nedbank already sent my paid up letter on 15 December 2025 to Brooks and Luyt/CSS. Already a lot of calls has been made by me to there offices and did Khuthadzo also follow up with there Admin Department who seems to have sent letter to me. To date I did still not receive any emails. Could they sent letter within next 24 hours as my email adress are 100% correct on their system as emails of Khuthadzo is coming through but the Admin Department not and are they the only ones that can forward letter. They also needs to update there records concerning this already paid debt.