Edgars Account Un updated with ITC

I had a clothing account with Edgars and in May 2020 i paid them R2000.The balance then remained that I owe them R1800 I tried to get a settlement amount which they refused to give me. I have paid the outstanding amount but the Edgars call centre are refusing me a paid up letter though they are refusing me a paid up letter.Marlen Humane is the supervisor for the current call centre.I had a telephone call with Anele and SAMKELISIWE this morning who both say they cant give me a paid up letter for my account.My Account Number:***,contact number:***