Paid Up Letter

I sold my vehicle Wednesday, 8 November 2017. Upon selling my vehicle I contacted the call centre to request a paid up letter and I was told that is takes 48 hours for the payment to be received and a paid up letter to be sent. Friday, 10 November, I contacted the call centre as the website indicated I had an outstanding amount due to which I was told I should not worry. I then requested a paid up letter and I was told there is a clearance period of 7 days upon which i can receive a paid up letter. This is ridicoulos as no where in the website does it indicate that I have to wait 7 days additional to receive the paid up letter. This means that I have no transport for an additional week as my new vehicle is ready for collection and I can't collect it as this is the only documentation required. The payment reflects and I need the paid up letter and this matter resolved as I'm incovenienct due to this unnecessary "clearance" period. Can this matter please be attended to. Thanks