Paid up letter

Paid up letter Im not sure that is the way that your consultant workers are aware of, they called me several times regarding to my Absa credit card to pay it and its been years and i decided to settle that amount last year September 2023.So this year on the 26 February i asked them the paid up letter the say they will send it before the day end only to find that even now i didn't get it. Then on Thursday when i called them they asked me the reference number and i told them i don't have it and they say they can't assist me for that. My question is how difficult to get the paid up letter because already paid them please assist on that till today i didn't get it, is there something like that i do have a proff of payment Please assist me with that