3 MONTHS LATER NO PAID UP LETTER!!!!!

I had paid my Mr Price account in May already and was promised to be sent my paid up letter in a week and I was to call again if I haven't. All my contact details were confirmed by the consultant. However after numerous call and references, 4 emails and 3 months down the line I have not received it!!! What is so hard to type this letter surely its just a template where you just edit the customers name. MAY I GET A RESPONSE PLEASE!!!!!! My last hope now is the ombuds.