Bad customer service

In November 2021 I requested settlements for my Standard Bank accounts that were managed by MBD at the time. I settled both my credit card as well as the revolving account. However, I received a paid up letter for only the credit card. I then requested the paid up letter for the revolving account and to my surprise MBD initially indicated the bank details used were not theirs and will get back to me. I waited in vain. Fast forward to 2024, I am yet to receive a paid up letter from MBD. This year though they admitted the bank details belong to them however they indicated that my account was recalled by Standard Bank in Nov 2021. They are not indicating what date in Nov the account was recalled as the payment was made into their account on the 26th Nov 2021. They also indicated the account was sold to a third party in 2024 by Standard Bank. I don't understand why now I am being sent from pillar to post and have to wait this long for a paid up letter.