Paid up letter needed to clear my name

I made a payment on the 25 July 2021 , i requested for a paid up letter they told me it takes 7 working days for them to get it from the service provider, those days have lapsed ,we are already on the 2 Aug 2021 always when i call they tell me they are putting a request since no request has been made.

They come with different stories mpho and gontse also customer query

I send them several times emails

The service us very unprofessional lack of communication also they don't help at all

They words and actions doesn't come together it means nothing

Please advise as i need my paid up letter