Disappointed and Frustrated

I received a message of settlement of credit card a month ago, I paid and settled the amount. I sent POP to which a gentleman by the name of Clement Baloyi acknowledged. I then proceeded to ask for clearance letter from the bank and was told by him that the bank will send to them between 7-14 days. Since then there was no communication, it’s over a month now I’m mailing them daily to no response even the lady that was always on the correspondence by the name of Jenna is not saying anything. All I want is for a clearance letter to sort out my messy life regarding ITC. I’m very unhappy and disappointed, I thought they would handle this in a professional manner.