requesting the outstanding balance and the proof payments

Good Day

I'm currently having an account with debt erase sa for the them to assist with red flag removal my problem them is that on the 24, 24 and 25 September, and the 02 October I have send them a WhatsApp message and I even call them and request them to send proof of payment from the first month which is April 2024, when I started paying them even up to dated I haven't got any response. I have even send to them a WhatsApp message to send a statement with my outstanding balance. But even today no response from them