No clearance letter after almost a month of phone calls

I didn't realize I had a small outstanding fee from my University, however, I was alerted to this when the account was handed over to VeriCred in December. After confirming it was legit, I immediately paid the account and was promised a clearance letter within 24 hours. The payment was made and confirmed before Christmas, but I am still waiting for the clearance letter. I have phoned VeriCred almost every morning since the start of the year and each new person I speak to says they will put in the request, and it should be emailed within the same day. This morning I get told a request has never been sent through before - how is that possible after countless calls? I check my emails and spam every day. Why do people have to resort to posting on hellopeter to get assistance?