I am too lazy to do my job

I had a Virgin Money credit card and ran into some trouble in 2010 and entered into DR This was fully paid in 2015 and up until today I have not received my paid up letter neither has my DC received any paid up letter from ABSA only company all others done as soon as it was fully paid I have thus requested my paid up letter numerous times to no avail Three weeks ago I spoke to Chichi and she advised that she could not see my profile on the system and had to send an email to the "back room" stating that it would take 48 working hours to get a response 3 weeks later I speak to Don who gives me the same speech can not see profile needs to go to back room He then requests that I send an email to the back room Had this being a case of me not paying my bill someone would have gotten hold of me with in a day of skipping the payment (has happened) but now that it comes to doing some actual work no body wants to do it And this is coming from a financial institution that would like to attract clients