Cell C paidup letter

Hi Peter my case number is *** I have been struggling since January 2022 to get a paidup letter and I had an account with them 2015 they did promise me ever since that I am gone get a paidup letter but every time I call them they tell me I am still under investigation for what I don't know can you please assist me cause I want to buy a house and they are the only one who don't want to assist me and the Co sultants are very rude not assisting me properly can you please help me Peter