Paid up letter

I am still in disbelief as to why a business would take almost 3 months to send a paid up letter. I had a payment arrangement for my Mom's Standard Bank account that had been handed over to NLA. I made the arrangement with someone called Makhosazana and all 3 payments were made as agreed. I have been waiting for a paid up letter since May 2026 and it has still not been received. I have been calling and talking to different consultants every other week and they all said they will enquire with their Administrative person to confirm if the paid up letter had been requested from MBD. I am beyond frustrated as we need that letter as a matter of urgency now. I am defeated 😔 😥😰