Bad customer service from Woolworths

I sent several emails even called your collections department regarding my paid up letter instead I get sent pillar to post just for a mere paid up letter that I had to give up my email address and was told that only 2-3 days it will be in my email I don't owe you a cent soo can I have my paid up letter I was told that I punged but with my ID number it shows I have 2 accounts with you but I can't the paid up letter and on Transunion it still shows that I have a store card for woolworths