Unhappy client

Good day Please assist I have been trying to get my settlement letter from Thuthukani Financial Services and they are refusing to send it since from April 2024. I paid all my accounts with them in full. They send me 1 letter and hold a letter for accounts they said the opened it and canceled with out using or tractions done on it which is their error on their side. Now I can not do anything on my ID because of it. Please assist to interfere I just need this one letter and I'm done with them. I was going to understand if I did open the account and had used it but it's an error from their side. My number is *** call between 10:45 - 11:30 Thank you