bad service

i finished paying the account that was handed over to collections and was told it is closed, I called in on the 18 of September to ask for a paid up letter , I was told it will take 7 working days to get it and it will be emailed . it passed 7 working days still no paid up letter. may I request that the letter be sent to me immediately the account is not owing anymore and please update my credit profile. thabisile purity mbele 08/09/***8249 ***