Refuse to send a paid up letter

I was in arrears on my Foschini account ***, made an arrangement to pay R1000 monthly, then my installment from the 1st of March with Pienaar Sithole n associates. On the 12th April I settled my account paid 7106.23 n sent a pop on the 13th, then I realised I overpaid after they sent me an sms claiming the full outstanding amount of 6859, then I sent an email to the supervisor mosebudi maseko, n he didn't bother to respond, I have again sent him an email requesting for a paid up letter so I can send it to ITC to clear the negative report on my name, he again did not respond, I have then sent the same rquest to his subordinates Bongani and Mxolisi they all read my email and still nobody rep****. I tried calling them from the 087 number they use when they call me me their collections but couldn't get through the number is unreachble. I then decided to send another email to mosebudi this morning advising him of my intentions to report them to consumer credit act and the ombudsman for denying me the right to clear my credit profile since they cannot update immediately he responded by saying We don't have paid up letters for these accounts because these are current accou