Refusal to give me a paid up letter

I am very dissapointed that I had to resort to here to get a very simple matter resolved. I have a account under Standard bank debt review that I have settled and been requesting for a paid up letter for the longest of time. At first I was told to send an email to debtreviewadmin for a reduced settlement, of which I did and that after 5 working day ill get a response. 5 working days passed no response, called in to escalate and got a response telling me I dont qualify. Now I have wasted 5 working days, so I paid up the account sent proof of payment and was told to wait another 5 working days. Another 5 working days passed and I call again just to be to kept by an agent on the line for sooo long and come back to tell me I will be called back shortly..hours later nothing and we are now here. Please give me my paid up letter. Thats all i ask.