Bad service

I Truworths account was handed to Vericred and I paid it off in November 2019. I have been trying to get my paid off letter since then and everytime I call, its either they take my number to call me back or no one picks up to assist. i'm very disappointed because when you miss payment, they call you and expect you to answer. But now that i have paid all my dept, no one is there to assist me with my paid off letter.