Unfurnished paid up letter

I was told again that I will get my paid up letter and still nothing. Edcon staff are a bunch of *****! I spoke to Malini she escalated the account to her managerar Marlene Santigen. What a waste of time speaking to her. She promised to investigate the account with 24 hours called me almost a week later saying the account has been sorted and she'll send me the letter. Later that week another guy called its a shame I didn't get his name but he also promised the letter within a 2 to 3 hours and he will request from credit bureaus to update my score because of their negligence! I now have a bad credit score because Edcon staff are too *********** to do their work they are too busy chafing after people's monies who don't even owe the company a cent and when they find out they can't collect money they drop the phone never bother to sort out the query. I NEED MY PAID UP LETTER AS IN LAST YEAR ALREADY. Why is it so difficult for them to send it to me? Is this deliberate.. Should I really start to sue them