paid up letter

I contacted these people months ago requesting paid up letters. While I was on the phone they told me my truworths acc was paid up, I was so happy! I requested the paid up letter and only got my American Swiss one... since then I have been hounded by truworths saying this is not the case! I can't remember who I spoke to, but it was recorded, I want the paid up letter. Please can somebody contact me? [Email Removed]