Paid up letter/Account closure confirmation

After numerous complaints here and no paid up letter, no communication or updates I have reported this to the National Financial Ombud Scheme. This was paid up in 2014 already and by law a Paid up letter should have been sent at that time. The last email received from Hayley 12 May 2026. All I need is a letter to confirm that my account is closed and that I no longer have unsettled debt, is that so much to ask for. Ridiculous service