TERRIBLE SERVICE

I have been in contact with HomeChoice since January 2023. All I need is a paid up letter. I keep getting sent from one consultant to the other. No one seems to want to help me in this regard. In April/May 2023, they marked my account as BadDebtSold account. I do not understand how and why if I have paid the whole amount in full as per agreement to settle my account. My account was paid up in full on 14 December 2022. An amount of R2125.00 was paid into the account. I asked one of the accountants to help me with a paid up letter and close the account. I even explained to her that my contact details have changed. I Was then referred to legal department account with the telephone numbers that don't go through. IS THERE ANYTHING I CAN DO TO GET THIS SORTED? ALL I NEED IS MY PAID UP LETTER. ON ALL THE EMAIL THREAD SENT I HAVE ATTACHED MY PROOF OF PAYMENT. PLEASE GIVE ME A PAID UP LETTER AND CLOSE MY ACCOUNT.