Worst service ever

I paid my account up and on numerous times, have requested a paid up letter and have on every occasion been told that the letter will be sent today and this never materializes. Not having this paid up letter is having an effect on my credit score and clearing my name from debt review.

Nobody can give me a timeline as to how long this will take and there seems to be no urgency.

This is unacceptable because they are the only bank that I'm struggling with.