Unable to get paid up letter

I had a Mr Price account and was under debt review. I settled the account but cannot get a paid up letter out of mr Price. They keep on referring me to Consumer Friend who says the account is not with them. They have been asking for the paid up letter from Mr Price for the last 2weeks but to date I have received nothing. How can it be so difficult to just get a paid up letter? Seems like Mr Price just do not want to assist.