Account settled account not closed

I received a settlement letter on the 20th of March account was settled on the same day and proof of payment was send to Shapiro Shaik and Defries whereby I was promised that a paid in full letter will be issue within 21 working days. I was informed today by Shapiro Shaik and Defries that the account still has not been closed therefore they can not issue me with a paid in full letter and they are awaiting the letter from Edcon. This iss not acceptable as a promise was made that the account will be closed as soon as the money displays and a paid in full letter will be issued within 21 working days.