Unhappy customer

Good day. I'm in need of my paid up letter for my old mutual account which was settled on the 30th November 2023. I've been advised by your consultant that was helping me settle the account that I should request the letter via email after 14 days. Ever since I've done that it's been almost a month of calling Nd emailing for the letter without any luck. I'm being told everyday when I call that my account is closed but matter is being escalated for the generation of the paid up letter Please help.