Sending emails NO response

We have been sending numerous emails to get a prescription letter from Sanlam. First they claimed the date differ from theirs on the system then We send the statement on which the account was last paid from the debt counsellor at that time. Then Shaun let me know that the loan was sold to Shackleton, I have send emails on emails with NO response from either party. May I please just have the prescription debt letter. ***