Requesting settlement or payed up letter

Hi there, m Johannes from Pretoria. I've been calling n sending emails to edcon head office several times requesting settlement letter from jet cause this is an old account with no trace but still hanging & blocking me do open some of accounts. So please if there is any way I can get help please let me know cause I feel helpless since they promised to get back to me in 7 days now is almost 2 months, plz help