Delay of service delivery

Expirince of delay service delivery, capfin account was handed and request for paid up letter since from last year, everytime whe requesting they will tell me that they email, but never did up until this year when I involved the consultant whom I choose for clearance lucky was send and the settlement was done last week Friday, then settlement was done the very same day, Early in the morning on Monday I phone to confirm if the proof of payment was receive and the lady who assisted me she confirm they did receive the payment and it will take with in 48hours before they can send the paid up later but it been a forth day I haven't receive anything from their side. I phone again today following the process of the paidup latter and the consulted reply was it take 7 to 14 day before I can receive the paid up latter, I told him the lady who was assisting she confirm 48hours not 7 to 14 days, then the consulted told me the paid up letter will be received before 15h00 but I did not receive anything from them. I am on the process of clearances and it is the only paid up letter outstanding so that the process can continue. I am asking if they can assist with the paid up letter so that the flag can be removed on my name, it the bad status for my position at work hence I ended up being in debt review without a knowledge and the outcome of it. I am asking with a humble heart if the send the paid up letter. They are very professional and respond nicely to their client but the time of service delivery I am not happy with it.