Unsatisfied client

Hello there.

My name is Zandile Xaba and I had a Truworths account which I paid off in full December last year. This company promised that I'll be receiving the "Paid up letter" 14 days excluding holidays after payment. I've been sending them emails requesting the letter but no one gets back to me, all I get is excuses that they have"very high volume of queries" as if I'm not a client in need and today it's actually the 17th day that I'll be waiting to receive the letter. This is really frustrating because I've got things I need to sort out and without this letter like everything is just stuck. I don't know what to do anymore.