Paid up letters

Since I have paid up both of my account from last year December 2021 I've been requesting my two paid up letters and I've been requesting them to close the account on my credit score it still showing and I have all proof of full payment that i have made last year now in October 2022 again I log a call to request for my paid up letters which the reference number was issued out on the 20th of October 2022 yet no one called me or help me what so ever when I keep calling they keep telling me it is escalate escalate since from last year even it is escalate just to receive my paid up letters its a hustle and dragging that I don't understand I have send emails to creditqueries no reply what must I do no this is no on at all I can't apply for my bond because of cellc refusing to give my paid up letters