No paid up letter 7 months later

MBD is very unprofessional. I settled full amount of my credit card in October 2021. 7 months later they have not given me a paid up letter or updated ITC. I spoke to someone named Xolile, who said I must send an email. I sent the email and no one is acknowledging my email or responding to me. When I call the customer number, I am told to call Xolile directly and this Xolile person does not take calls even when she is online