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Paid up letters

I have been in contact with Tasmyn and i have explained my request to her to send all paid up letters.
I ask her if my account does it show that i paid and she said yes. I have received 2 paid up letters so far and am waiting for the 3rd one which i requested via email and was advised that it was send to the correct department and they will revert back. Today i get a sms stating that am owing and needs to pay the balance, to my surprise. I then pick up a phone and called them and they told me i have balance and ask Nosipho how come and she said that is what she see on the system. I was furious and now i am fed up. I have email proof of payment after i have confirmed all this with Tasmyn. Mt patience is running low and i need to close this account and they must delete me from their system. When will this sorted???