TFG destroying credit record of blacks

I paid up my account on the 31 /06/2019 and after that I called customer care requesting the paid up letter and they always tell me to wait for 7 working days which I patiently do but never get the letter at all, I have called and requested them and explained to consultant each time and now I would like to put it on record that I have spoken to a lady by the name of Sherine Vernandez if she gave the correct number at about 12:30 – 12:40 08/07/2019, and she again like the rest took my email address and told me that I should receive it if latest tomorrow. Today is the 9/07/2019 and I have not received my paid up letter.