Capitec payedup letter12

Goodday.My name is Sharon.I have a problem.I have been in debt review since 2018,but now i have payed all my accounts and got all payedup letters except for the capitec account(credit facility).I've made attempts to get the letter .I went to the branch I've made calls since last month ,I've lost counts of how many calls I've made but I've been told they can't find my account and they cant even write a letter that i dont owe them anything.How account disappears i really dont get.I've written an email where by i was told they'll investigate and get back to me.That was last week today i tried the number that was provided for me to call nobody answers that calls and with email machine answers.Now im stuck with dept review because i cant get that payedup letter.