Very Bad customer service

I paid up my Truworths account as it was handed over to VVM I paid the last R260 so I could get my paid up / Settlement letter as I was promised I sent the proof of payment via WhatsApp and email with my reference number and ID number and I got no response I called and I was told the account is paid up and closed and the consultants said my account no longer shows on the system so who do I talk to concerning my letter? I even emailed the VVM queries and still no response I am very disappointed because I need to buy a car and this process and lack of communication is ruining my life