Poor communication and money ******* from blue label connect

I paid off the contract I had early with blue label in September and to this day they do not communicate with me on when I am going to receive my paid up letter and they are still deducting money from my account even though I paid up my contract with them, each time I call they assure me my matter is escalated and the months are proceeding and to this day I do not have my reimbur*****t and paid up letter, when I call the best the call consultants can do is escalated the matter.