30 days to receive a paid up letter

I am not happy with the service I am currently not receiving from Old Mutual. I had a loan with them which I couldn't pay and it was handed over to trace online. Last month on the 23 April I made payment to trace online and sent them my proof if payment. They stated they received it but when I ask for my paid up letter I am not receiving it. They state that they are waiting for old mutual to give the go ahead for me to receive my paid up letter. I currently am not able to make any credit applications because of this loan. I am highly frustrated because I have settled the debt.