Bad service

Good Day

I have submitted proof of payment to Hybrid showing that my account has been paid off and requested a paid up letter from them. I struggled to get the paid up letter and when I eventually got one, the paid upnletter had no account number or reference number on it. I kept calling them everyday asking then to please send me the correct paid up letter with the ref or account number . I am taken from pillar to post and the avents are so rude over the phone. My last call was more than 2 hours back to them still requesting the same thing, I was advised that the agent who initially helped me would gi e me a call. I do not understand what is so difficult in providing me with what I require. Their customer service is appalling!