HTN Attorneys too quick to chase payments, but they won't give you paid-up letter once you settle! Thats after 3 months you settled!

I was behind with an account and was handed over to HTN Attorneys. I paid up that account on 22 February 2019. I obviously asked them to furnish me with a paid up letter so that I can update my Credit Bureaus status, among other things. But the most important reason is that I have a bond approval pending this paid up letter. I have requested this pay up late since end of February, but even today, almost 3 months later, I have never received it. Everytime I call they would sympathize with me and confirm that they can see I have been requesting the letter, and they say they will follow up. The story I get every day is that Finance has not "closed" the account, and they will escalate. This is the song I get everyday. The people I spoke to include Dolly, Lincan, and Mpho Phathutsi. I have had nothing from them but empty promises, its like they don't know the processes of their own company. The only person that came close to helping me is Lerato Leeu, and I commend her for that. HTN Attorneys are are too quick to call you or email even sms when they are chasing a payment. Once the payment is made they do not honour their obligations. I have been patient enough, fo 3 months requesting a paid up letter. This is frustrating, I am seeking legal advise /ombuds