Poor service-Paid-up letter request

Horrible service. Its been over a month requesting a paid-up letter and they say the department that draft those letters are not contactable and customer service can only log a case. They log 2 cases for me and those cases closed without giving me a paid up letter. Mind you credit bureau still shows that I am still owing them while the account was paid and closed a while ago. If you are still thinking about getting a contract with them please explore other companies. The customer service agents failed to assist and they refused to transfer me to someone superior who will abe able to escalate the issue.