ABSA paid up letter request

I would like hello Peter to assist in finding paid - up letter for the Acc that was settled by year 2018 I had financial struggle than join Pioneer debt review so this account was included I'm at a state of receiving my certificate since I'm settled to my debts now I only short wirt absa paid up letter they are saying nothing in their system if I'm asking if they can write that down The fact that I'm not owing them since I lost the phone that I was using by that time I don't know even who it was handed to I don't know what to do now in order to get it