Paid up letter

I’m battling to get a paid up letter for my Bradlows account. I have been calling and emailing.. when I call no one knows when the paid up letter would be given to me....and no one is responding to my emails.

I was listed at ITC three times for the same account name.. 1. I was listed for the initial amount, 2. I was listed for the remaining balance and 3. I was listed with default for the remaining balance.