Cannot get through to your lines.

I settled my account on the 20th of April, was in contact with one of your stuff, who advised it has been sent to Truworths, I have been since in contact with Truworths whom advised, they are waiting for your company to allocate the funds. Can you kindly assist as I cannot get through to your lines, I have tried for days, leaving a message and no one gets back to me. I need my Paid up letter, its the only one keeping me from receiving my clearance.