FAILURE TO CLOSE ACCOUNT

I had an account handed over to VVM Collections in last year in which the account was handed over to Vericred when the final/settlement payments were made. The final payment was made in October 2014 in which I paid an admin fee to have the account closed and a paid up letter given. I didn't receive the paid up letter and a year later, I received a call from different attorneys advising this account is overdue. I contacted VVM for the paid up letter and their managers advised I need to get the paid up letter from Vericred as I made the settlement payment with them. I contacted them over a week ago via email and called them when I got no reply. The staff member advised they had requested the clearance letter from their head office and it takes 2-3 business days. It's now over 5 business days, another email has been sent and I have still heard nothing. This is affecting my credit profile and there is absolutely no feedback or follow up from Vericred. I need someone to take ownership and act immediately!!