DMC only helpful when they can get their money

After setting up arrangements on behalf of a client who didn't have the means to, or facilities. DMC was eager to assist me in setting up a payment plan and sending me the necessary documents for payment. Now upon request for paid up letter for me to be able to provide it to the person I assisted, seeing that they paid up their loan. I am being denied and given all kinds of excuses, that it must be the client who request, or i need power of attorney, which i find odd considering I was good enough when they looked for their money, but now that we need our clearance letter we asked to jump through hoops.