Bad service from Foschini

I am so frustrated with Foschini. I called them asking for a settlement letter and they sent it the following day. I paid the amount and now I am asking for a paid up letter and they telling me the account was handed over , they didn’t communicate with me when I called them asking for, I’ve been sending emails and calling and I’m receiving no assistance I told them this was a matter of urgency and yet they really don’t care or give me a response atleast