Paid Up letter

I paid up my account which was handed over to VVM Attorneys. I paid it up end of February 2015, they said the paid up letter will be emailed to me after 21 days. More than 21 days have passed and I haven't received anything. No communication in terms when it will emailed or whether its in progress. Bare in mind when I still owed the statements where coming left right and center. I called to follow up and the agent who assisted me didn't know what was going on, because my account no longer appeared on the system. My understanding if the account does't appear on the system than I should have had my paid up letter long ago.