Paid up letter request

Good day

I have been requesting a paid up letter from the 15th of September Every consultant I have spoken to has given me a different email address to send the pop and request the letter from.The last person I spoke to was Jesfestine Lewis on the 26th of September and she said she would immediately send it after providing me with her direct email.I am still waiting for it I have escalated this matter but no one is assisting me at all.Can someone please urgently assist me with this matter.