Account not yet updated and settlement letter not issued.

I was told that there is a discount on my Westbank account I then paid the amount as agreed and then told that they are pushing for paid up letter same day however nothing happened. I phone the following day and then the lady told me that it's now takes 48 hours but when I check my account still shows that I am owing. I then ask the lady and she said on her side it's showing 0 balance. Can someone help.me please this account is holding back.