Refusal to Generate a 'Paid-up' letter for a VAF account

I requested a 'paid-up' letter from for my VAF account more than 16 days ago. I have called the call center everyday for the past sixteen days and each time I'm told a different story, depending on who I talk to. Some consultants have promised to email me the letter after immediately after the call while others claim that they cannot assist as the department responsible for generating paid-up letters has not generated one.