WORST SERVICE/PAID UP LETTER

I settled my truworths account with easton-berry collections in September last year, then in October I called asking for the paid up letter and was told that I will receive it after 21 working days. I then called again sometime in November wanting to know when am I receiving this letter but instead I was told the same thing of the 21 day period. On the 11 of Jan I called and spoke to Wandile and he said he would escalate the matter to his superior and that I should call back on Tuesday the 14, of which I called and was told to email in order to receive this letter but till to date I haven't received my paid up letter. Easton-berry's service is the worst!!!