Bad Service to clients, False Promises

I have been calling you guys requesting my paid up letter for a debt I have long settled past year and your staff keeps on referring me from one person to the other or their either don't answer phones when I was promised to be sent my paid up letter a week from the date I paid in 05 November 2020. This is not right, I can't get credit because I don't have the letter, it looks bad on my credit profile.