Bad Service

Good day This is a formal complaint, I paid off my account on the 30th December 2019 and I still have not received my paid up letter.I was advised that my account will be closed by the 18th Jan 2020, however it's still open.I was told yesterday when I called in that it will be closed by today and nothing is still not done. The consultant I spoke to yesterday refused to give me her surname and a Ref number for my call.Today I am told that my account is still not closed and I have to wait....till when? the team leader(Wendy) advised that the consultant that advised that my account will be closed by the 18th and that I will get my paid up letter by the 18th Jan did not log any notes on their system.