Paid up letter

hi, well I tried my level best to communicate with Ntebaleng Kwenaite from MBD ATTORNEYS regarding my paid up letter but now a month has already passed without any feedback and whenever I contact her she tells me that they are still waiting for Woolworths to send a paid up letter, so I am a bit confused cause when I call Woolworths, they tell me to call MBD ATTORNEYS now I feel like i am being taken for granted cause I fully paid the owing amount