MBD - Debt Collectors or Attorneys

I paid up my account @ 27 August 2021 - had numerous issues in receiving the correct amount to pay, however finally it was paid. I emailed the proof of payment immediately and requested my paid up letter. To date I have also emailed Ntebaleng Kwenaite whose department provides these letters, again requesting my paid up letter, however to date I have received nothing. I have a pending home loan application which requires me to provide this letter and now MBD have their money and I will be kept waiting. This is not right - I intend to follow this up with an email to Carte Blanche should I not receive a response by COB (that would be close of business) today 01 September 21.