Refusal of up to date letter

When lockdown started the spitz stores where closed and therefore it was impossible to pay the account. Someone called me and gave me an easy pay reference number and also sent it via email in April but phoned again and said the easy pay reference number they had given me is incorrect. I then suspected a **** and never made payment as I found this to be inconsistent. When the stores opened when the restrictions were lifted, I paid all my premiums and my account is up to date. When checking my credit profile as I often do from time to time I realised I have been listed and now for the beaurea to update their records they need a letter for the credit provider. So I called today and spoke to Pretty Nikani which confirmed that my account is up to date but refuses to issue me a letter on letterhead confirming this and when wanting to speak to a team leader or manager she refuses. This is bad service and as this is not the service we receive when we visit the stores.