Paid up letter fail

I was offered a settlement for a loan account accompanied by a settlement letter of which payments was required over a 2 month period. The agreement was accepted and the settlement amount was paid in full. I have been requesting a paid up letter since Dec 2023 and to no avail. I received a reply from a consultant who's been working on my account and was advised in writing that they waiting on Nedbank to issue the paid up letter. Two days ago I received another settlement letter stating that there is a remaining balance that needs to be paid. This was after I was informed that I received a 50% discount from the bank last year based on the first settlement letter. THIS IS Pathetic to say the least. How do you manipulate people like that 😡 I will not let this slide. I have all in writing.