PAID UP LETTER

I have been trying to get a settlement letter from Fashion Express but they say I must contact the attorney collections department. When i contact the attorneys Easton Berry they say the account is CLOSED with them and i should request paid up letter from Fashion Express. All that I want from Fashion Express is to send me a paid up letter and to update my ITC as I have paid up. Even though my account shows up on TFG system as a 0 balance why is it a hassle to get a paid up letter.