Poor service

I've paid off my account,when i called them to give me a paid up letter they tell me that they have send it via email.No email was send to me when I call them again they say they don't have any records of my details,yet on my credit profile they are still there and the account is paid off. I Ben emailed the Capetown branch still I don't get assistance I've send the proof of payment,they respond with my ticket has been resolve but they dont send me the paid up letter.