Bad customer service

I've settled the loan account and was promised a paid up letter. I was advised it would take 7 working days to process the paid up letter and it's been 3 weeks now of waiting. I have spoken to different consultants and they all advise me paid up letter has not been processed as yet. They can't even explain why such delays are taking place. I'm so frustrated because I urgently need the letter to update my ITC profile.