NO FEEDBACK ON PAID UP ACCOUNT 240 DAYS LATER

Please can someone from Absa Virgin Money Credit Division please give urgent feedback why i cannot get a paid up letter. we app**** for debt review, court order was granted, never missed one payment as per the granted order. our debt counsellor has requested a recon on the account for the last 240 business days and to date, no feedback from anyone. in september last year, the debt counsellor received an email from Mpho who stated that \according to their records the account has been settled. the debt review department is unable to provide a settlement letter"all we want is a paid up letter but now"