Failure to give me a paid up letter

I've been getting a run around from Nedbank trying to get a paid up letter, I get transferred to different departments constantly and the consultants give me different stories, they are failing to allocate the funds I've paid up to VVM Attorneys even though I've sent them the settlement quotation and it shows on their system that I've paid, this is a major inconvenience as I urgently need the paid up letter. I am disappointed in the service that I've received from Nedbank.