Bad communication from Cell C

I'm trying to get an account settlement amount from Cell C. I need the amount so I can do an EFT. Last Friday, 24 July, I was told the Legal dept will get in touch with me. Now I was told that I need to go to a store with an ID and speak to a consultant. Should we not be minimising contact? This is the worst communication and incompetence I've experienced. I've been struggling for more than a year !