Paid up letter

On the 1st of September 2021, i settled my cheque account (overdraft) which was under debt review. On the same day i forwarded proof of payment and a request for paid up letter. On the 3rd September, i called debt review call center and it was confirmed that the payment was received and the balance is now R 0.00 and another request was sent to close the account. Today(10/09/2021) when i called, i was told the account is still not closed. All i need is paid up letter.