PAID UP LETTER AND REFUND

I settled my account on the 25th of August 2017. I overpaid the required amount by more than R3600 due to misinformation from your agent Rosy Joseph. My question is: when am i going to get my refund and paid-up letter. Seems like Rossy Josephs doesn't have a clue on how things are done. The thing that makes me very upset is when you request a settlement on your vehicle finance and they send it to you. You pay the settlement you email them the proof, it reflects in your account but still you do not want to give a client a paid up letter and his refund. I just want my Paid Up letter so that i can move on. My cell number is ********** 293.