Poor service

I was paying my Edcon a car through Debt Review. I settled the account in October 2020.I've been request a paid up letter since December 2020. They keep on telling me that I will receive it within the next 48 hours which never has. I've called them more than 20 times. They don't even want to transfer my call to their supervisor because I feel like they are not even sending this message to their supervisor. Please help my life is on hold now be of them.