Disappointed in Nedbanks service!!

I was offered a 40% discount to settle my nedbank personal loan through an external debt collections company. I settled my account 24th November and still have not received a paid up letter. The Debt collection company says they are waiting on Nedbank. It's almost been 2weeks since I settled the account and have still not received my paid up letter. Nedbank please urgently send me my paid up letter and update my credit profile accordingly.