Debt review paid up letters.

I recently completed my debt review, I only received two out of the 3 paid up letters. I received no communication as to why Standard Bank won't issue the last paid up letter. I emailed regularly, the answer I got was my account was in credit. How can I paid up letter be withheld if the account is in credit? I sent my banking details as required on tje 7th April, I am yet to receive a paid up letter. This goes against human decency to withhold a paid up letter. Please escalate this matter.