Edgards paid up letter

My Edgards account was handed over with them and I'm dealing with Ingrid who has never sent ne paid up letter until today and i settled my account with them ladt year 29 November until today i dont have it and they offered me a discount my status of my acc in the credit bruea is not sorted as i wanted to clear my records as i was settling my accounts I'm stuck really as i have been pushing fir Ingrid seem not to worry att all i have been calling forever