Paid up letter nowhere to be found

Settlement of an account was done with VVM, settlement invoice sent to them and i therefore requested that they send me a paid up letter. On the 13/09/2021, i was advised that the paid up letter has been requested and i will receive it before the end of last week. To my surprise, i decided to follow up today as we are on week 2, now i am told the letter was only requested from Edcon Nimble on the 28/09? Amazing how these people are quick to call you about the debt yet when you do the right thing and pay, you have to run after them. Needless to say, my mails are also going unanswered