MTN contract

Mtn handed my accounts over to Shapiro shaik, we made a payment arrangement which I paid all the amount that was due and it was confirmed. I have been requesting for a paid up letter off which I have no luck in getting. I have been following on this issue and there haven’t been any changes. They keep on telling me about a delay with the payover of funds between them and MTN. This is really disheartening and I really want the paid letter