Nedbank recoveries delayed service

I recently settled my loan with Nedbank at the recoveries devision and was promised to send me a paid up letter 3 days after the money reflects on their side its been almost 2 weeks now I have been calling for several times now and all I get is empty promises. I really need this letter as I am applying for a home loan and I need to get out of the house that I am currently renting I was given 2 months and my 2 months is already due. I have also paid R2500 too much and ask for them to reverse it. I did send proof. I was told 72hours for it to take effect but it's been 4 days already. I have made great efforts to find a solution to settled all my debts and move over to a new page. I will really appreciate it if someone in there department would be able to help me and put them in my shoes to where I am coming from. It was really not that easy as there are people still battling to get back on there feet. I rated the service 2 star for the slow or delayed service.