Nedbank- Request for Paid up letter on ***

I paid my credit card and then asked for a paid up letter back in November for *** and was told that it would take 5 working days. After the 5 working days, I called Nedbank again and was informed it would be emailed to me within another 5 working days. I went on holiday for 2 weeks, came back and called them again on the 21st of December as still there was no paid up letter sent to me. The call center agent then told me that they have over 250 000 letters to send and I'm one of those, but this is an email and it shouldn't take more than 3 weeks to send an email out. Clearly someone isn't doing their work here and as consumers the bank hounds us for payments but when we pay without even getting a phone call to do so, then they take their time to send out a paid up letter. I'm also extremely angry because this account was originally under debt review and Nedback recently put it on my credit score causing my score to decrease by 60 points, even though I've paid it in full! I have asked them to clear my name on ITC , however with how they are taking long to even provide me with my letter, I cannot even send this to ITC myself to have my name cleared. The level of service is atrocious and I would not recommend Nedbank to anyone at all! I need my issue resolved ASAP!