Paid up letter refusal

I'm starting to think the consultants at the contact centre are poorly trained, no decent answer to the questions I posed no solutions just a bunch of I don't knows! I want my paid up letter how hard is that to process? Foschini nags you to make payment but when you do they don't want to give you your paid up letter what ******* is that? It's been 3 weeks since I paid and no paid up letter!