Still waiting for my paid up letter!!!!!!!!!!

Still waiting for paid up letter after doing everytjing i was asked. Used the correct reference number in my email. Subject line. Get a generic response on sunday to say i will get a responsewithin 48 hours. Today is the 4th day and now i get a stupid responce asking me for my id number or account number. Do the staff not read or open attachments? I was told to mention the ref which i have ...surely this is somewhere on the system? .pathetic service.give me my paid up letter¡!!!!!!!!!!!!