Unhappy Bayport client

My husband had an balance outstanding for Bayport. We asked them for the final balance as we wanted to settle the account. We mailed the proof of payment to the mail address provided. My husband then sent a separate mail to the person that sent him the information asking them to please send a letter stating that we have settled the account. We settled on the 11.09, it is now the 17.09 and we still have not been contacted or even sent a letter by anybody in the Bayport organisation. I cannot even phone them and ask as they say that I am not the account holder and cannot be given any information. We need the letter asap and it seems nobody can assist my husband and I.