Paid up letter and Clear ITC

I paid up my debt almost two months ago and I was told I would get a paid up letter in the next 10 days and Edgar's will be removed from my ITC. To date I have not received anything. I get calls continuously confirming that I have paid the debt off but noone can assist me further and when I ask they have no response. Please can someone assist with a paid up letter and to get Edgar's bad debt off my ITC. They so quick to call when they requesting money but when we need something then they cannot assist.