Follow up with the payed up letter for my car

I zweli lesly LUshaba I was involved on the car accident on the 16 of January and reported everything to nedbank and the insurance did settle the account in full but to my surprise now I'm struggling to get the payed up letter they send me from pillar to post truly speaking what they are doing to me is not fair I have send them emails with no luck and they are not even responding to my emails