Poor poor service

I have settled my debt.. They told me to wait for 21 working days for paid up letter and I did that... 21 days passed no paid up letter and my name is still not cleared ... I've sent them eMails they promise to send it but they never did... Im the one now who's following them around with my paid up letter.. I need my paid up letter as soon as possible so that I can move on with my life.. My email ***