No respone regarding paid up letter: Your Ref:AJMcnabb/mm/ka My ***

Paid up and settled my Totalsports account and requested a "paid up letter" fortnite ago and was told via emai that I will be contacted within 5 working days until now the is now there is no response, my Ref is ***1 account was settled on the 28th of October 2021 with amount of 1180 to account number *** at the Totalsports store.