Direct Axis Closure letter

I paid my account in full last week and i was promised that closure letter will be sent to you shortly infact after 3 business days, i waited a week and still no letter has been sent to me, i in numerous occasion contacted direct axis and even speak to the manager that side who promised me that a letter will be sent to me, however i am still even waiting for the letter and when i contacted them again today i was told that the account is not closed and letter has not been prepared, i fail to understand the delay in this regard because i have fully paid in my account, please assit and failer to get this letter tommorrow i will take this matter up with ombudsman.