PAID UP LETTER

I had a loan that I settled in June and I was called by the guy named colleen in mid July to say I have an outstanding amount on my loan and that debit order has been loaded to go off in July ,I forwarded him the email I got showing my account has been paid and closed and he never responded or called again . For a week now I have been calling and trying to get paid up letter every single day I get the answer of you will receive the letter by end of business and I am still waiting ,an my ITC report shows I have an unpaid amount with this Getbucks . I AM SO FRASTRATED!!!!!