A simple paid up letter will do ...

I am deeply disappointed with Nedbank limited. I made a settlement on a personal loan on the 16th of July 2020 and called the bank the next day to request for a paid up letter. Because I know that it might take longer to reflect, I selected the option to say that I want the money to reflect immediately on Nedbank' side and was charged R45 by my bank. When I call today l(17 July 2020) asking the operator to send me a paid up letter via email, to my surprise she tells me that the money hasn't reflected as yet and I must check in a few days time. But I made means for the funds to reflect immediately so that we can avoid the road, can somebody explain and assist from Nedbank, please as I need this letter to send to debt review.