MTN contract

Mtn handed my accounts over to Shapiro shaik, I made a full payment which I paid all the amount that was due. I have been requesting for a paid up letter off which I have no luck in getting on the WhatsApp number. I have been following up on this issue on WhatsApp and know there are additional fees that must be paid aswell. There are no communication from there side. This is really disheartening and I really want the paid letter I refuse to pay any additional fees.