Paid up letter

I was handed over to VVM by nedbank and I made arrangements to settle my account end of March, which I did. I requested for a paid up letter beginning of April and I was told that it would take 21 working days. The 21 working days and I keep following up but I haven't received my paid up letter. The last agent I talked to on their WhatsApp line said it is on queue and had no turnaround time as to when I would receive it. I kept to my end of the arrangement and now I have to struggle getting the paid up letter and having my credit profile updated with credit bureau