Consultant error: account handed over to legal team

I had a problem with my cell C account which I wrote about last month. Thanks to this platform a consultant named Palesa called me and gave me banking details and email address to forward my proof of payment which I did last Friday and asked for confirmation letter from their side stating that I've payed in full and that my name is cleared (since it was their fault for my account to be handed over to legal team). I have not received any email. Called the agent 30 minutes ago she said my account is handed over meaning even after payment my name hasn't been cleared.