Paid up and closed letters

I contacted the call centre on the 11th December to get settlement amounts on both my account and loan. I them informed the agent that I will be settling immediately and would like for both accounts to be closed and letters of confirmation sent to me. Both agents agreed that this could be done. Today is the 22nd and I had to request these letters again and was told that I have to wait a couple of days. I've already waited over a week and this is desperately needed TODAY!!!!