Truworths refusing to issue paid up letter

I had an account with Truworths and closed it after paying up my account. So now I've been calling the contact centre for them to send me a paid up letter or something that reflects that the account has been paid up. The staff I spoke to are refusing and telling me the only way I could do that is to open the account again. Like really? I've never heard that before from any retailer in South Africa. How hard is it for Truworths to just issue me with a paid up letter? This is an urgent matter and need this as in Yesterday.