DirectAxis won't confirm settlement

I settled my DirectAxis Loan on 23 February 2021 and sent through the proof of payment. I received an email from CCD customer Requests on the same day, stating that their consultants would contact me within the next 2 working days. I was never contacted. I, however, have contacted the customer service department 4 times in the last two weeks, at my own expense. I have been transferred to every conceivable department for a paid up letter and the loan is still reflected on my bank account. Should I not receive my paid up letter within the next 48hours, the matter will be escalated to the relevant bodies. It cannot take 8 working days to close an account and generate a paid up letter.