Poor turn around time on requestS

Good day I call Nedbank debt review department,on the 7/8 February. I requested proof that account is paid up,I was then told I have a refund due to me and should get my debt councillor send a copy of my ID and bank statement which she did on the 08.02.2018. On the 12.02.2018 I called and was advised to resend with the email address they provided,I even request a letter to say my debt is paid up and a refund is in process. I received no confirmation Im not sure what company still has a five assistance period in this modern day,this is unacceptable and poor turn around time for a refund and a paid up letter.