SSDA refuses to provide Paid up Letter

I paidup my account with Homechoice which was handed over to Shapiro Shaik Defreis & associates for collection. Now that the account has been paid in full , I went on to request paid up letter so i can submit to credit bureaus for them to remove default record on my credit profile but am now told that i have to wait for 41 working days to get it

National Credit regulation is very clear that Credit/Service providers have an obligation to send confirmation to Credit Bureaus within seven days of paid up account yet they never did hence I requested paid up Letter.

Looking at reviews of this company it's clear that it's common practice for them to refuse to provide letters or even failing submit updates to bureaus.

Are they above the law ?