Failure to provide a paid-up letter

Settled account 30 April 2021, requested for paid up letter, only received an email confirming account is paid up and that ITC is notified of the paid up account. To date, its been 2 weeks now, I have not received any paid up letter after requesting for it 25 May 2021. This is my last attempt, from here I will proceed lodging a formal complaint with ICASA.