PAID UP LETTER REQUEST

I called RCS on the 19/08/2015 requesting a paid up letter and the ITC update. I was then informed that it will be done within 48 hrs. I then called on the 03/09/2015 to follow up and spoke to Nasreen Sage who was really professional and promised to send an email to the relevant department, she even requested my email address so that she can cc me on. She then forwarded the email to Robyn Brooks and cc'd me. I haven't heard from Robyn since then. I am so furious since I have settled their account and am still listed on the credit bureaus nor have I received a settlement letter.