Paid Up Letter and Refund

I cant remember how long i have been waiting for my paid-up letter and my refund for the account i have been paying through a debt review process. This is very inconveniencing as my name is supposed to be cleared from ITC and this process is delaying that process , it holding up everything. My debt Councillor has also tried to contact you and has been sent from pillar to post.<br> <br> What is so difficult in typing a paid up letter.