Not satisfied

I am unsatisfied with regards to a loan that was paid up in 2014. I am waiting for a paid up letter by close of business today. Also to have my name cleared from ITC. I was not told that I needed to email ***9. On phoning today was told that I need to email the request and was told that the email is not case sensitive. On phoning this afternoon I was told that the start of the email has a capit3. I still have no response via email