2nd month, no settlement after a promise

A Cell C consultant called me 2 days ago in line with earlier complaint regarding not receiving my settlement letter. She promised me that I'd receive it as she was speaking to me. This is now the 5th request now in two months where I have to deal with this mediocre service. I am appalled that a person would "future ****" like this in professional settings Give me my settlement letter and update ITC accordingly. This is now really ridiculous