paid-up letter

Good day Team<br> <br> my sister Ethel Gaoraelwe Maje is a client to old mutual and now she has paid off her account with the loan department ,the issue come up when she asked for a paid- up letter.she was told she will only get it next month and she settled the account on the 16/03/2015,and she need to buy a house and this is the only document outstanding from the bank.we thought this letter its instantly given once account its settled like other insurances do.<br> <br> please assist