Paid up letter

My identity account was handed over to Anthony Richards and Associates last year. I paid my account fully last year in August and since then I've been asking for a paid up letter but dololo niks for A FULL YEAR!!! I'm always told coldly that I'll get it today or tomorrow. A FULL YEAR with the exact same answer. I've stresed so many times how important that letter is not it makes no difference to them. Because of that letter I can't get a home for myself and children. What am I supposed to do to get help? What else? I'm not asking for an arm and a leg, just a friking paid up letter!!! I find it cruel on their behalf.