Not getting my paid up letter

I have paid up my RCS account on 22 March. I have been struggling to get my paid up letter - the response I am getting is the company must do a journal, I paid incorrectly (made 2 payments due to the incorrect amount given to me and then a week later getting a settlement amount more than the telephonic amount) and the client needs to confirm, I will get it when I get it.

Is there anyone at Vericred that can assist me to get my paid up letter?