Goodwill deletion help

Hello, I spoke with two different customer service reps on two separate occasions on getting a goodwill deletion for my collection. I am not longer a customer due to moving to an area where there is no service. After moving though, I experience a substantial decline in financial health and wasn't able to resolve my issue until recently. I spoke with these two reps before paying the final bill, and was assured I'd receive a letter the day after I paid off the debt. I haven't received the deletion letter yet, and it has been difficult to get any help since I'm not longer a customer. I really need to get this taken care of, in order to prevent this from happening again, but I'm not sure what to do now.