21 days paid up letter // Terrible customer service

I am receiving the worst service from Edcon's outsourced attorneys VVM Attorneys. I paid up the outstanding amount in full on the 27 September 2022 after a debit order agreement to settle the amount was initiated. I was advised that the paid up letter has been requested on the 28th. I called again on the 29th and advised that same has not been generated. I call again today and suddenly the letter was never requested!!! I spoke to a consultant by the name Sharon Bogape of whom I requested to speak to a manager there as it is outrageous for me to wait for 21 days before a paid up letter is generated. She advised that the call can't be transferred as she is working from home....which is dubious because if you work in a call center it doesn't matter where you are, you can still internally transfer a call. The consultants are rude and clearly have no idea what customer service is. I want that paid up letter sent to me immediately. It can't take you 21 days to generate a paid up letter. I am working to fix my credit report and urgently need this letter to do that.