Home Choice - paid up letter

I have paid my homechoice account in full in June 2018, the person I spoke to said that the payment will be allocated and i will then receive a paid up letter.

Upon requesting my credit profile i found that the account is under default and i called Norman Bisset and was told the amount i paid reflects however the person dealing with Homechoice accounts has not actioned this...... So after 5 months no one picks up that I have made a payment. Until then i have not received the paid up letter as proof. I am sick and tired of this, i need the paid up letter so that I can remove the default.