Bad communication and no paperwork

How long does one have to wait to get correspondence from this company? I have paid the settlement amount for an account to this company at the en of June 2020. After numerious phone calls, holding the line, speaking to consultants that does speak clear, I still have no answer on when I can get my paid up letter. Its the same story over and over. "we have sent a watsapp. we await correspondence. we will get in touch/ back to you" sad to say no one ever phones back. They dont work with emails, so I have no paper trail on what was said and what not. what was paid and what not. after almost 4 months, I think it is very unprofessional not to help me. very sad that a company works like this.