Unable to get a letter of a loan

I am being assisted with paying up loans with a certain company They asked for a Ref letter No. *** I contacted Atlas Umlazi in Durban they said they no longer have my file it was handed over as I have an outstanding debt. They give me contact details of that Company they told me they dnt have that letter They can only assist me with letter with outstanding debt. I email the Company that is assisting me they said they need the letter *** from Atlas Finance. I'm very frustrated now because I can't get help .