Settled account and paid up letter never received

My cell c account was handed over to Shapiro Shaik Defris last year, this year on the 30th of May 2022 I settled my account in full, at the Shapiro Shaik Defris attorneys with the settlement amount they provided. Every time I call they stated that they waiting for my paid up letter from cell c, when I call cell c, they log a query every time, and still up to date I did not received my paid up letter and my name is still not cleared on ITC. Today when I called Shapiro Shaik Defris, they told me that there is another account that is handed over to them, but I do not have another account with cell C, I only had this one that was settled end of May, even on my statement that I received from Cell C it shows that I am in credit with a R1000.00. I even sent emails to the cell c customer services and up to date I also did not received any feedback from them.