Poor service

I’ve paid up my accounts that were handed over to them now that I need the paid up letters they are unreachable. The lady I spoke with on Friday said that upon request they have to wait for RCS to provide them with the letters but when they were pestering me they didn’t wait. I’ve sent numerous email without any response. I want the paid up letters as these accounts are still showing as thought i haven’t made any payment whereas I’ve settled them in full