Paid Up Account but no letter issued

I've paid my Truworths account in December 2015, to date no one has contacted me regarding my paid up letter, do I have to contact NCR or someone at the ombudsmen office to obtain my paid up letter? Why was it just not e-mailed to me 7 days after paying the account up? It's funny how when we owing you money, you quick to call us but when the account is paid up no one calls us until we forget and then we get a call saying we owing another few thousand rands when we know we've paid up the account long ago. Have this matter closed by end of business today and my paid up letter e-mailed to me!!! I'm tired of chasing after you guys