acccount

I called in the week to get my Account Paid up letter so that I could get the account off my credit record,I called in on the 26/06/2018 to get the letter,The operator told me I will receive the letter with on 2 to 24 hours....Still till today I have not received anything at all.And I need the letter to give to the company that I was handed over to so I can clear my name,as it says with them that I am 8 months behind but I was making payments this year and payed up the account this month