PAID UP LETTER DISGRACE

If I could give Edgars negative 5 million stars....I WOULD! My husband and I are STILL waiting for a paid up letter that was suppose to have been sent within 48 hours of the request. It is now 3 weeks. I have phoned head office on numerous occassions and have been told that the letter was due to be sent out last week aswell. This is totally unacceptable. We cannot move forward in our newly married lives without this issue being sorted out. I phoned earlier today and after being on the phone with a consultant for almost 5 minutes the call all of a sudden went dead. I cannot keep wasting my personal airtime like this, nor can I keep using my works business line. This is absolutely a disgrace. Are you aware of the massive NEGATIVE implications that blacklisting has on ones life???We finally have paid up the debt but now we cannot get the proof?????? I have sent emails aswell and I keep getting asked for a " Signed copy of power of attorney letter". WHY???If consultants have helped me over the phone because I have all of the relevant information on hand WHY WHY WHY can i not be helped over email?????