Failing to prove with paid up letter and department that provide letters failing their consultants

After paying my account 2months ago the company is failing to provide me with a paid up letter spoke to whatsapp consultant for 2 weeks now and told me he escalated the matter but there is still no respond they are even failing their own cumsult who have to deal with us but can't get help from department that provide paid up letter, this is such an ignorance the consultant ended up telling me to contact avon so as they provide me with the paid up letter it's such a shame