PAID UP LETTER REQUEST

I have been trying to get a paid up letter from HTN Attorneys for almost 2 weeks. I'm told they cannot pick up the account number, but my debt counselor confirmed that I have an account handed over HTN Attorney(it was a bruma finance account). I have spoken to several people but not getting any assistance instead I'm told I need to wait for Anissa who is on sick leave. I've been is communication with Doney(collections dept), who has been trying to assist , she has escalated my query to different department but still I'm not getting any positive feedback, and no one is coming back to me. I always have to call and only to be told there's nothing they can do, or there's no management team to assist in this matter. The service received is appalling and unsatisfactory. I guess my hold will be on hold until Anissa or any one from management decide to help me.