CBNA Paid settlement cant get confirmed

Hi,

I paid a settlement with cbna and they told me they cannot email, or fax me letter of settlement being satisfied so i can refinance my house. They are the only hold up getting my loan done and they said they sent a letter 3wks ago. The day I called to check on letter being sent the lady said idk but they just sent it out today. I need to get this asap for my lender, please advise me pleeaase anybody?