PAID UP LETTER

I paid up my loan with getbucks mid march but they're still apperaing on my credit profile as active, i have requested a paid up letter for the past two weeks no luck at all. They gave me a number to call (sunceda or something like that) that number keeps on ringing and no response i even left voicemail messages but no response to this day. I need that paid up letter and your name removed from my ITC account.