Give us our letter please

my mom and i are currently applying for a house. we found out on tuesday that she owes foschini through pienaar sithole R800. my sister settled the amount on wednesday and requested a settlement letter so we can update her itc record. thursday we were informed that it took 48 hours. today we are told that we paid into the incorrect department and that it is reflecting but not reflecting on their side. i have sent 5 emails to pienaar sithole. i have called about 15 times in such a way that calles get hung up. ive spoken to boitumelo and another boitumelo whom told me about siyabonga but i need to talk to another siyabonga. in my emails i have stated that the house deal ends at 9am but no one did anything for the whole day. now i got told that i will get the letter on tuesday. really? really?