Bad service

Good day I'm receiving very bad service, I've been back and forth with nedbank after I have paid them the outstanding amount on a credit card 13th of October I was promised by the 26th of October I would get my paid up letter now when I call them I am told I should contact a guy Refilwe *** and ask him what's the hold up as they the call center is in Durban and the guy is in jhb this person never answers when I contact Norlan Ambryanos their Attorney who collected the money on their behalf I am told the are waiting on nedbank to send it to them, I don't understand how this works nedbank itself can see the money was paid but are giving me the run around from pillar to post which is unfair, they wanted their money it was paid now I need to wait for piece of paper to show the account is paid up bad service my next step will have to be the ombudsman because this is not how it works