MBD service, a disappointment

I paid off my Standard Bank account on the 26th September 2020, I then decided to contact MBD attorneys as they are the company collecting on behalf of Standard Bank to request a paid up letter, I was told I should receive it within 21 days, fast forward to today and 4 calls and an email later, still I haven't received the letter, the last call I made I spoke to Nomthandazo who said she would send yet another request as she doesn't know what else to do. This service is very disappointing as when you still owe them they call nonstop, sending emails and sms's to demand a payment. What I am asking for is something so simple, just a paidup letter.