Paid up letter not received

I've never dealt with *********** and ************* person like Slindile. I made arrangement to pay my account and I did exactly that by paying outstanding balance of R15000 on the 30th November and sent proof of payment to the email she provided same day, she promised to send my paid up letter on the 02nd December, even today the 10th December, I have not received my paid up letter, I speak to Slindile almost everyday and she always tells me about her manager who requested it from Standard bank. This is unacceptable. I am really regretting paying for that account at once as I was paying it on my own pace