Paid up letters

Good day, I have been trying to get a hold of Russells head office for my paid up letters, and for my husband's paid up letters. no response. I even went to their branch, the lady told me she cannot help me, i must call head office. I then called, no answer. I then emailed them, and no one is responding. I need this paid up letters to clear my name. Debt busters doesnt want to clear my name since 2016, because i dont have the paid up letters for the accounts. Its almost 4 years now, that i am struggling to clear my name. I dont have debt, now my name is bad, because according to the credit bureau, we are under debt review. now i must get that letters to proof that i dont have debt, in order for them to remove that stupid flag from my name. Im dissapointed in Russells. No customer service, no feedback.