Account settled but no settlement letter

I was given an amount of:R1534.50 to settle in one month to which i informed the lady that phoned me that i would not be able to pay the amount in one month however split into 2 months. After doing 2 of those payment and sending proof of payment to: [Email Removed] last week monday and explaining to her that i had requested the other lady who contacted me and being rude not to phone me again cause she was giving bad service. To date i have not received my settlement letters plus i send an email to [Email Removed] and still no feedback. I have asked them to forward me my statements to date to confirm the amount i paid correspond with what they charged me, they failed to do so. I even threatened them with social media and ombudsman but still no reply from them. everytime i phone i get put on hold for over 15-20 min then call gets cut off. they are too quick to contact you and request for money but cannot deliver a simple thing as delivering a settlement letter. I want my letter and need my ITC updated by the 7th of June 2015. otherwise further steps would be taken