Paid up letter refusal

I had a personal loan with Nedbank which was in arrears for few months. The sent my account to NRB as soon as I got a job I started paying every month. I decided to settle the account on the 19th September which I think was a big mistake. Their account still reflects in ITC as unpaid and they are refusing to give me a paid up letter even though they confirmed that they can see that the account is paid. After numerous phone calls I am now told that NRB must request a paid up letter and NRB says they have requested it and they don't know I still didn't get it. I have lodged a complaint with Nedbank's complaint department last week got a ref: ********** 4 and followed up today and I was told the consultant who deals with my case has just rebooted her computer and will call me back as soon as she goes back online and I'm still waiting that was around 13:00. I am seriously annoyed because I don't understand why is it difficult to just give me a piece of paper.