Pathetic Service

My balance with MBD was settled in full on the 31/12/2025, I called in requesting a paid up letter of which I was informed I will receive by Tuesday (06/01/2026), latest. I call in today, and am told I should wait till the 14/01/2026. Firstly, MBD does not seem to update the ITC on time, as I always received notifications that I missed payments, yet the debit order went off as per the agreed date. I require the paid up letter in order for me to update ITC. When I request to speak to a manager or a supervisor, the person is always never available.