*****, *********** or what?

my aunt paid via this company and in March she noticed that she has been paying but the balance remained the same, finally last month she got the company name and number contacted them, turns out she paid up her foschini account, December 2019...All this time, she has been paying a paid up account, so we requested fir oaid up letter to be sent to my email address we have been waiting, everytime we call which is everyday they promise to send it but nothing. we even contacted HO of fischini they refer us to them.