Homechoice refusing to issue paid up letter

After handing my account to Nimble and the account now settled, Nimble could not provide a paid up letter and sent me back to Homechoice. Homechoice could not provide a paid up letter as they now required me to send them the paid up letter from Nimble which Nimble could not issue as although the account was paid up, they had handed the matter to Homechoice and it is up to Homechoice to issue the letter.

eventually Nimble provided a paid up letter and now it is up to Homechoice to issue such a letter. to no avail, a month later after following up - such a letter has not arrived.

their lack of the response in the matter is as good as refusing to issue the paid up letter, because if not they would have long issued the letter and removed the account off their system.