Paid up letter

I settled my debt in March and sent a POP to the Provided email address, they kept saying i still having money and i must send POP again, i sent POP multiple times until eventually they closed it around June 2025, since then i have been trying to get my paid up letter, every consultant tells me the same thing "we will send the request to out administrator and you will receive it within 7days" and i never get it. This morning i called in and spoke to Skhumbuzo Madlala and he adviced the same thing. How difficult is it typing out a paid letter???