Paid up letter

I contacted edcon call centre requesting a paid up letter for my edgars account on the on the 31st of July over the phone and there were no issues. I was advised by the call centre agent that the letter will be emailed to me by close of business day which was the same day I called. He took my email and I remember telling him to write down my email correctly as my company's name sound fami**** to another big company's name especially when you on the phone and I repeated it for him. I then called the following week to make a follow up on the letter as I didn't get it the same day as promised and only to be told that I should give them 48 working hours. 48 hours passed but still no paid up letter, I then called them yesterday but only to be told the letter was sent to the wrong email address and they will have to request it again and I should give them another 48 hours to get it. I need the letter to update my records on the credit bureaus since its something that Edcon consistently fail to do, and I'm doing it for them but they still cant give me the paid up letter.