PAID UP LETTER NOT RECEIVED

I paid my Truworths account in full during January 2022. Due to Covid, I had previous lost my job, so now that I'm back on my feet I did the right lawful thing by paying up my account. So now I'm sitting ducks waiting for my paid up letter as I need to move forward in life and this is a major holdup!!! I was promised this letter 4 times by the administrator and no letter has been received! I can't even get another retail account without this letter to help boost my credit score. Please kindly assist in this URGENT matter.