Will I ever get my paid up letter? where did my money go to?

Good day, I have paid my Homechoice account in full on the 31st of January 2020, the lady that was handling my account told me that I will get my paid up letter within 21days, of which it has passed. when I call Saya Recoveries I"m told that Ayanda Simelane (the lady that was assisting me ) is not at work & they are unable to assist me. I requested to speak to the Supervisor or Manager I'm told that they are in a meeting. I should contact Homechoice directly, I called Homechoice, they told me that I need to speak to them as my account was handed over to them.

Will I ever get my paid up letter?