Request for paid up letter and bad service.

I have been requesting my paid up letter on several occasions now and every time I'm being told the letter I must request the letter yet no one seems to know know or understand what the request they see already on their is for. My reference number is EDG015474. I spoke to Andile and Ntokozo whom both tell me I need to request the letter yet I have already done that. I was provided an email address that is not working. Please assist me with the letter and also provide correct email and contact details for paid up accounts.