No paid up letter from MBD

Hi,

I settled my Get bucks account 2-3 months back via debit order. The consultant assured me that after the debit order was successful I will receive a paid up letter. When I login to my MBD account the balance is 0 but I still haven't received the paid up letter, I have sent emails to *** and even tried calling multiple times with no progress. I need to close this matter and continue with my life.