Incredible Connection - NOT INCREDIBLE SERVICE

Account ***2 2 JP Nel - Settlement on account paid on 5 September 2020. Received confirmation via email that account is paid up, never received a paid up letter until today. My son went to Capitec today to apply for a loan and was declined to affordability, as Incredible Connection hasn't updated their records with ITC (Transunions and Experian and other) until today, therefore it still shows as a current monthly installment of R1500.00 which resulted in his Capitec loan not being granted. While he was at the branch today of Capitec, we phoned Incredible Connection to request a paid up letter, and we were reluctantly informed that we will not receive it today, but like maybe by Monday. THIS IS UNACCEPTABLE AS WE SETTLED OUR ACCOUNT WITH INCREDIBLE CONNECTIONS 2 YEARS BEFORE IT WAS SUPPOSED TO AND PAID IN CASH!!!!