Stannic that can't assist with an paid up letter

Good day I had a stannic account, they list me on ITC for judgement that I don't dispute. This account was paid in in 2019 and never removed it form ITC. I requested on numerous occasions for a paid up letter and they keep saying the can't verify me telephonically and must go to the bank to verify. Is this so difficult to get a paid up letter since 2019