PAID UP LETTER

I had an account with Edgars and was then unemployed and was unable to pay my account of which I explained. My account was then handed over to Norman Bissett & Associates Group. I was sent a text message regarding discounts to settle the account, I called their contact center to confirm this information. I was told that I'll receive the PAID UP LETTER as soon as I make the payments, the payments were made I called and reminded them but I was told to wait 14 to 21 days, is that possible? what type of letters do they write, which takes so long? The problem is my study loan will be not be approved if I don't submit this letter because it reflects as unpaid. I have been sending e-mails no response but if I was still owing them they will be calling day and night, now its their turn to deliver no response.Kindly assist, I need this as soon as possible as my future depends on it, my e-mail is ***