Pathetic MBD Attorneys service

My vodacom account was handed over to MBD, account has been paid up since June 2020 and since July the very same year I've been requesting for a paid up letter. All the consultants tell me the letter has been sent and matter will be escalated to their supervisors to email me the requested letter. To date, i haven't received anything from them. It's almost a year now and i can't make big purchases as it also hasn't updated as paid up on my credit report. This is very frustrating