Paid up letter nightmare

Good day,

I paid an account on the 27th and f November 2020, sent proof of payment and when I called in, it was confirmed that the money is reflecting and that I would get my paid up letter within 5-7 working, when I called in on the 7th of December, I was told that they have requested that he letter to be sent to me and that o Would receive it later in the day and or the following day, I Received an email later in the day where they say they are waiting for Truworths to write off the debt before I can receive a letter and was told to wait an additional 5days..... African bank on the other hand gave me a paid up letter within 2days of paying off the account, mind you both accounts were paid in full on the same day..... I feel like I’m being sent from pillar to posy and in the process not getting assistance, I have plans and this account is preventing me from doing the things I need to do..... All I am asking for is a paid up letter since they confirmed that the money is reflecting.