Settled the account and awaiting paid up letter

I have settled my fnb account on the 12th on November to this company and now i have been told i need to wait for 14 days to receive paid up letter, this is really not ok with me as i have settled the accounts before with other companies and letter was provided in few days after i paid. The service really its so unprofessional and ridiculous i don't know what to do as i escalate and nothing happens