No updates on accounts

I got a settlement offer from nimble for my Mr. price account which I paid in good faith on the 25th May and when I requested a paid up letter they said it would take 48 hours for the balance to be written off .I did a follow up on the 28th May, still no paid up letter instead they tell me about the balance that was supposed to be written off ,I always have to explain that I was offered a settlement .Bongeka said they would escalate the matter and I would get the letter on Monday .Monday 1 June ,I do a follow up and get the same 48 hour story and it amazes me because the status says "account settled", I spoke to Nosipho who told me to check on Wednesday .Today again 3 June ,I follow up with Kwakho who requests proof of payment (lol) and tells me the same story to wait for 48 hrs. and I requested an escalation and now I'm being told that they have a backlog of write-of-requests and it will take a further 24 hrs. This is really frustrating . Kwakho was very helpful by the way .