rather disappointed - paid up letter failed attempts

I made a settlement payment on the 03/09/2020 and I have sent numerous emails requesting a paid up letter, I have called for the paid up letter i dont know how many times and I am being told there is a balance outstanding, I need this to be written off and I need the paid up letter emailed to me urgently. I do not have airtime to keep calling i was even advised i need to call the collections department about the balance on the account, thats ridiculous.

I dont know what is going on but i need the paid up letter. aside from all of this I have received numberous emails pertaining to a different consumer's statement and this is a breach in the POPI Act. please have this issue resolved immediately.