No Communication and ignoring emails from CRM Rep

I paid off my Direct Axis loan two weeks ago with the help of Mercia, she is the so called : Complaints Resolution Representative. Its now two weeks that I havent received the paid up letter, she is now ignoring me, I tried calling and sent mails but to no joy. I called a lady at legal and she said they waiting for the account to be closed, the funny part is that the account is closed on the credit bureau side. Direct Axis has just been one of the worst organisations to communicate with, I hope Mercia gets this message and atleast tries to contact me, I would just like my paid up letter, so that I dont have to deal with Direct Axis ever again