Awaiting full & final settlement letter

MBD, how long does it take to get a full & final settlement letter from your company. You debited my account with R*****, on evening of 13 March 2019, as I requested. I have spoken to several ladies there, and asked for a paid up letter to be emailed to me, Mavis 13 March 2019, & Zikhona on 20 March 2019. I was told the email would be sent within 5 days. Am I too hasty? Today is 27 March 2019. Surely, it can't be taking this long .