Poor service

I settled my woolworths account on 26 September 2020 and to date i have not received a settlement letter. I keep calling and keep being told that a letter is being requested and will be sent but to me via email but nothing has been said. I do not understand what the long wait is for, even my app shows i have R0.00 owing. I want a confirmation to say ive paid the R1638 that was owing in full because I don’t want any funny surprises.