Letter of closing the loan/account

I paid the settlement amount on Friday 13/07/2015 and on Monday 13/07/2015 I called the call centre *** to request for letter of closing the loan, but only to be told today 17/07/2015 that the account was not send for closure as I requested on Monday with all the settlement money reflecting on my account. I have been waiting for 5days to receive that letter, and enough is enough of waiting I want my letter now and today without excuses!!!