I didn't receive my paid-up letter as promised. I'm still owing even though I settled the whole amount I was owing. I want my account closed.

On the 23rd of December 2024 I paid the outstanding amount as per the arrangement made with the consultant. I confirmed with the consultant that I will be making the arranged payment, and that my account will then be brought up-to-date and settled.

I paid as arranged. The consultant sent me banking details. I did an EFT to clear same time. Today when I check the app I see that there is still an amount that I'm owing even though I paid the full amount that I was owing.

I am calling and their lines are referring me to a WhatsApp chat. I want my account closed as promised, and I want a paid-up letter.