Game stores destroying dreams

I had a very bad experience with the way in which Game store is dealing with my prove of payments letter after ive close the account with them. On the 21 Jan 20 I did my last payment to VVM and request a letter confirming payment since I've closed the account. Today 10 Feb 20 I still waiting for such letter even after many times reminding them that I need that letter. At one time they told me that the letter have sent to me twice, but never receive it. Two days later I called again and was told that it still pending as their turnaround time is 7-21 days. Today was told that theyve sent it to a wrong email address. This is how big business is dealing with us who can't pay cash.