Paid-up letter request. Worst. Service. EVER

It has been a month since I've requested a paid-up letter for my Edgars account. An account that has been paid up since February 2019, but it is still reflecting on my Credit report cause it hasn't been cleared from your side. I've been promised a letter 3 times now in the last month, but then nothing comes of it. Frustrated to a point where I will never set my foot in one of your stores again. I don't think it is fair to call a department Customer Care or Customer service when there really is none of it.