Paid up letter

I settled my account in Jan 2022 and I have been requesting for a paid up letter every week and still nothing. The consultants tell me they have put in a request for the letter and another department must supply the letter. I requested countless times to speak to someone senior and seemingly there’s no one there. How difficult can it be to email a letter when the payment was done so many months ago. I need to get this account updated on ITC so I can apply for a home loan.