Paid for up letter request

I have paid my account on nimble and they refuse to send me a paid up letter. I have talked to 2 consultants online giving them my email address the first one said she’ll send she never did, the Second Lady said I’ll receive email within 30 minutes and I never did.. I contacted them via Facebook they said it was sent I told them I did not receive it I was told to wait 24 hrs for it to be generated I have waited for 7 days now and I have not received the letter