Ackermans not providing me with account paid up letter

I had a clothing account with Ackermans SA that i used for a few years, but due to financial difficulties i once found myself in, i couldn't afford to pay my monthly installments again, fast forward, in November 2019 i then requested an outstanding amount that i could pay to settle and close the account, the discounted amount was provided to me and i paid the amount through Shapiro Shaik attorneys which they promised to provide with a proof of payment of settlement certificate to prove my closure or settlement of the account, unfortunately nothing i received from them since the day i made the payment, I've been calling Shapiro Shaik the entire year in request for my settlement certificate but i was told each time that "they would check my case with their ITC team" till today i haven't been helped and that had badly affected my credit score. I'm humbly asking Hellopeter to help on this matter. @Ackermans @ShapiroShaik