MTN paid up letter needed!

I’m so frustrated and feeling defeated with MTN’s customer care and it’s working systems that are not customer friendly at all. During the covid 19 pandemic in 2020 I fell back financially and couldn’t pay for my MTN contract, the account was handed over to legal and I however have paid it up now. MTN is not responding to my emails about getting a paid up letter of which it’s affecting my credit score. I paid off the debt now can my name be cleared ???