Paid up letter /24 to 48 hours

I requested a Paid up letter on the 19/09/2018, was told it will take 24 to 48 hours, time frame has passed. I then called to make a follow up, no department can assist..they keep referring me to "Accounts department" which seems to not exist, I have mentioned dis is an Urgent matter. Jus called again today,spoke to Ayanda who had an attitude,said the is no request showing on her side and that she has no answers for me.This account was paid up in 2015/early 2016, but it still shows on ITC.I want this paid up letter, and want my name to be cleared as I do not owe Recon.