Paid-up letter

Not Finchoice telling me they don’t have a paid up letter for an account from 3 years ago? It was handed over to their debt review department, the one that seems to be NON-EXISTENT because for 4 weeks I’ve made countless calls (they never answered) countless emails, queries, WhatsApps and Facebook messages. No help at all. Finchoice is holding me back because of this one letter. A very rude lady spoke to me over the phone telling me that they don’t have a paid up letter for this account I must contact the respective company that dealt with it. The respective company has no knowledge of this! URGENT ASSISTANCE IS NEEDED. You guys are also not updating my account !