THEY THREATEN YOU ALL YOUR LIFE AND WHEN THEY HAVE TO PROVIDE A PAID UP LETTER THEY ARE SUDDENLY MUM

So I have been paying off my account since 2018 and in December 2019 I received a call from Jeanette who offered me a settlement which I could settle over 2 months . I have just finished paying off the 2nd amount , I called Jeanette to ask for my paid up letter . I was told I would receive the letter by the end of the day (2010/01/22). I still have not recive the paid up letter , they were very quick to send me threatening sms almost every month , sms's I was being charged for by the way . I know the account with FNB was paid off as I still have a profile with them ,so why is it a struggle to get the damn letter and why must I be the one running after you now .When I even paid them an extra R3190 because the account with FNB was closed beginning of Jan ,after my first payment. I want that paid up Letter or I will be sending that complaint form I received from cfdc