I need my Paid Up Letter.....

My account was handed to this company and i called them and they sent me an account were i can pay off my account to which i did and i was told that it will take only 48hrs for me to get my paid up letter and now its been 2 weeks i am being sent from pillar to post to get a paid up letter and when i call them none of their agents from the debt review is able to assist as they working from home with no access to phones so i have to wait for an email that i dont even know when its going to come, my life is stuck now without that paid up letter.