Bad Service - Requesting Paid Up Letter

On the 18th of August 2019, I have settled my account in full. On the 19th of August 2019 a paid up letter was requested, but no feedback was received, nor a Paid Up Letter. Numerous emails has been send to *** but up until today, I still did not receive my Paid Up Letter. What is the next step to be taken now, to get my Letter from your Department? Please assist Urgently!!