Paid up letter

My partner called Game store to obtain a paid up letter last Wednesday as he has paid off his account and wants a paid up letter to have his credit report updated as Game didn't do so. He was advised they will send the letter to his email address within 24 hours. He made a follow up yesterday and still they took his details and told him the same things even now we are still waiting. This is so annoying as the staff from the heard office keep lying to him about the turn around time. We need this sorted urgently as it's standing on our way his name is Peter cell number *** alternative ***.