Poor customer services

I have been given a verbal settlement amount telephonically on the 5 Jan 2020. On Tuesday, 6Jan 2020, I settled my account and requested a paid up letter. Up to date I have been informed that there is still a balance on my account and until that is resolved they can issue me a paid up letter. It has been more than a week and Edcon has not made contact with me despite my constant emails to them.if the roles were reversed they would have hounded me non stop for payment, but now I can't seem to get a paid up letter from them.