VVM staff not professional

I have had the most unpleasant experience with the above mentioned company. I had a Game account that was handed over to VVM for collections. Last year 2018 in September i was offered a settlement discount of which i made the payment accordingly. I requested a paid up letter of which it was promised to be sent but to no avail. on the 04/03/2019, i spoke to one of the VVM team leaders Motsomi Matloha who promised me that i would receive the letter after 21 working days from the date of our conversation. The 21 days has lapsed and the team leader that i was communicating with via email is no longer responding to my mails. I called today and a rude lady by the name of Nhlanhla said they will resend the letter. i am deeply frustrated as i really need this letter to update my records and all VVM is doing is hiding in bushes. I want my paid up letter!!