query about settlement amount

On Tuesday I settled the account ' loan ' then same day later on I receive an sms regarding the installment. I called the call center ' customer service ' spoke with Terence first he greeting was not professional and he was taking his time to do verification process then I tell him, that he must be quick I was waiting on the line for 10 minutes and I'm running out of airtime. The account it has been settled he also tells me that it will take seven working days for me to get the paid up letter.