Refusal to give me paid up letter.

Been calling multiple times regarding a paid up letter for an account I settled a few months ago.I keep getting transferred,hung up on,**** to and eventually the agent,Lesego told me I'm not the only one that's waiting and even if I call I still won't get it.Her supervisor said I'll get the letter through my email the following day by 1 but I still haven't received anything. They are a total ***** and I am going to report this further to the ombudsman.