Debt rehabilitation ******

I am under debt review and finished paying Nedbank in October last year. I settled all other creditors as in December and received paid up letters shortly thereafter. However i cannot get a clearance certificate because Nedbank apparently needs to refund me before they can issue a paid up letter. When i first queried this with them, they told me they have a turnaround time of 10 working days. I waited patiently and got no response.

I just received an email from them, now telling me that the refund was authorized and sent to the relevant dept and it will take another 5 to 7 working days. This means i will have to wait until February (or later) to get a paid up letter. Time is of the esssence as i need to buy a car and it will take months to become credit worthy again. Why does it take Nedbank 3 months to inform me of a refund and how is it fair to be confronted with these delaying tactics?