Paid up letter

I’ve been requesting a paid up letter since October 2024. I’ve provided a proof of payment and was told it will take 48hrs at most. Well it’s 4 months later, even after numerous calls in Feb 2025 - nothing. Instead they want me to resend the proof of payment - what the hell. If the roles were switched / they would be charging me late payments fees as they usually do. I want my paid up letter today