Paid up letter not received after paying full settlement amount

On 4 june 2019 I asked for a settlement quote which was forwarded to me. I then paid the amount in full on the same day and forwarded the proof to the agent(siya sisanda) I was dealing, he reassured me that my paid up letter will be available after 60 days. I have since sent numerous emails to have the paid up letter sent to me. To this date I still haven't received that said letter and all of my emails are not being responded to. I will like to know what happened to my money and have the paid up letter sent to my email