You make payment, you struggle to get a paid up letter.

I am struggling to get my paid up letter from this company. I made a full payment as arranged and sent through the proof of payment, they advised that on their system the payment has been received but they are not sending my paid up letter. I called this morning and one of the agents assured me she will send it before 11am, I called again and an agent told me I need to select option three which doesnt even exists, had to call in the third time and still no paid up letter. Can i just get my paid up letter as I made payment and need my ITC updated please