Paid up letter

Good day I settled my account for Mr Price on the 11th of August 2023 and requested for a paid up letter soon after which was only logged in on the 29th of August and I have not received it even now. I have called many times and sent emails to be be told the matter has been escalated to the client as they waiting on them to issue the letter. However I called Mr Price on the 26th of September and they could not understand why they have to issue the paid up letter when Easton-Berry is in charge of the account plus considering that the payment was made to them not the 'client ' directly, all they are awaiting for is to receive the paid up letter that Easton-Berry is supposed to send to me too. I wish Easton-Berry app**** the same energy they app**** when they called a 100 times a day and the many emails sent which were all included in the total amount that has been paid in full now.