PAID UP LETTER

I had an account with Edars and was then unepmployed and wAs thus unable to pay my account of which I explained to the agents that were calling me. My account was then handed over to Norman Bissett & Associates Group. I was sent an e-mail regarding discounts to settle the account, I called their contact center to confirm this information. I then promised to pay the account to settle it on the 31st of October 2015. I was told that I'll receive the PAID UP LETTER after 7 days, the seven days period elapsed and I called the call center again and was advised that its not after seven days its after 21 days. Since the 31st of October till to date I have been waiting for my letter and I have been sending out e-mail without receiving any respond. Another thing is my name hasn't been cleared from the ITC. Kindly assist.