Edgars Paid Up Letter

I have now been trying for a couple of months to obtain a Paid Up Letter from Edgars I have been sent from pillar to post with no success Instore they confirmed my account has been paid in full and closed but cannor supply me with a letter I urgently need this but yet nobody wants to take responsibility for it I am so fedup and disappointed that a big business like Edgars has no service ethic at all Please can somebody help