What is this 14 Days to close an account and send a closure letter

I called on the 10 July 2023 for a settlement and I payed the amount on the 10 July. I received a 40 % discount and was told they need to send it to the write off department. An it has been 14 DAYS!!!! I called again today and it still hasn't been done. I need the closure letter urgently. How long does it take to write off the amount and send the closure letter??????? This is really bad service. Please wake up!!!!