Cannot get a Paid up letter

why am I being sent from pillar to post just for a Paid-up letter??? This is all I require, I've settled the account now all I need is the above but I've phoned Capfin customer service: ***, Then the legal department: *** but got told the number is invalid. I sent an email to *** but still no luck! then I called MCS: *** and they send me to legal department...I'm going round in circles - please I just want a "paid up" letter that's all as I've settled the account with you guy's I've sent the proof as well.