paid up letter

Good day, I settled my FNB card through your collections agency Hammond poll on 1 March 2022. I requested a paid up letter on 7 March 2022 and was told I would have by the end of last week. When i called on 11 March i was told it would take 35 days for FNB to issue a paid up letter which to be honest is awful how does it take 35 days to get a letter for an account that is closed? i just want my letter.