Terrible and unreliable assistance.

I had a Capitec account handed over to nimble. I called them to get a settlement letter and then asked the agent it they update the credit bureau and the agent said, they will send me a paid up letter in 7 days and then they will update the credit bureau themselves and that will take 21 days. It's about just over a month now and still received nothing. So I tried going onto my app again to check and I don't have access to it? Then I call the call center and they answer but leave me on mute and the agent does not even speak. So I put down and call again this time someone does answer, and advised of what happened and she says I can get onto the app as my account with them is now closed. And she tell me they don't send a paid up letter I must request for a paid up letter. And then she also says the they do not update the credit bureau I have to request Capitec to clear it. I then ask her to check my account and she asks for my ID number and as I start giving her the ID she mutes me and just never comes back. So I try calling again and the call is answered but no1 speaks and it is just silence. I am so angry right now, I am trying to get my finances sorted out and now I don't even know if I paid the right account.