An a ccount closed because of a deceased customer is not a settled account. We do not have a letter to issue as the 3rd party that was collecting, please refer your query to the creditor

"An a ccount closed because of a deceased customer is not a settled account. We do not have a letter to issue as the 3rd party that was collecting, please refer your query to the creditor." Can I get this information on a official letter. I've been requesting this since last year. This was given through WhatsApp .