When will I receive my paid up letter for my account ***

If been calling been to the branch it self a few time and every time they tell me I will receive a paid up letter for my account *** and yet nothing I'm trying to get my name off from debt review and yet you are the only people holding me back from it When will I get a paid up letter for that account and when will I receive my email with it the CSS group only have my loans that was handed over and I received that long time ago please capitec I'm desperate here this is not good service that you provide here hell even some of the employees don't understand what accounts paid up letter I need