Unhappy customer

I had an account with Wonga and was handed over to Nimble group. I paid everything off after months of them calling me each month. I paid up my part now I request my paid up letter it's been over close to 2 weeks nothing. Today I spoke to Micheal he said they didn't close my account of which Im surprised because the first time I called the person who assisted me said the letter will be send within 48 hours but nothing. As a customer I have a right to my paid up letter because I paid everything. Kindly send my paid up letter please because I paid . Micheal had said today the 02 September 2024 at 13:42 that it will be sent after 40 min it's close to 2 hours now nothing. My paid up letter to my email Micheal as discussed. Thank you