please give me a paid up letter

TFG ****,I've been asking for a paid up letter because I'm done paying their account through DMC,TFG sent me email with this reference CS-549415 they said on the email they have resolved the matter which is not true I haven't receive paid up letter and the account is paid in full,when I call DMC they hung up immediately after I give them my ID number, DMC was harrassing me on behalf of TFG requesting payment of account,now the account is paid up they are refusing to give me a letter,I want to take this matter to the ombudsman and open a ***** case to the police.