paid up letter

I had a tracker installed on my car by netstar. My acc was handed to creditworx for collection. The acc was settled in February 2015 & I was advised that I will receive paid up letter in 21 working days. When I contact them today I get told that I never requeted the letter & that my itc status will be automaticaly updated BUT I called Transunion in the morning & it reflects as if Im owing netstar whereas my acc is up to date. Only today was my email requested by creditworx & I was told by the consultant to wait another 21 working days for paid up letter since she is only logging a query today. If they listen to 3 calls I made in february month they will pick up that once of their consultants advised me that I'll receive the letter within 21 working days yet today Im getting different information. Kindly assist