Paid up letter request.

I have opened an account which I could not pay the time I was unemployed. I was handed over. I managed to pay the outstanding balance, I requested for a paid up letter , I was referred to DMC. I then contacted DMC, the lady from DMC said it is appearing on the system that I was paying at the store they have closed the Account on their side, I should request a letter from Sportscene. I then called Tfg they said I have to pay the urgency amount which I was never told before. I am still waiting for the paid up letter.