paid up letter for decade account that was paid i mean 5 years ago

Apparently i phoned them to get a paid up letter for a decade account that was paid up . Firstly my id number is not on there system and they know nothing about my account. but TFG said i must phone them regarding a paid up letter.

my account was paid in store so some how the customer service department at TFG is not competent on what is happening on store accounts.