Denied a settlement letter

Is it really that hard to issue a settlement letter? When I called on the 16th March 2021, I was assured that the letter will be issued within 24-48hrs and I was given a reference no to follow up. I told the consultant that this letter is the only thing that is keeping my grandaughter from registering for her honors. I called again on the 18th March to follow up and the second consultant told me that someone from the department will call me, I waited and no one called and no letter still. Today 19th March 21 I went to one of your branches(cell c - the grove) for assistance as it is my grandaughter'last day to register and I was told by the 3rd consultant that the letter actually takes 7 days to be issued, when I asked for the manager/team leader the consultant hung up on me, I asked the sales lady to call again the fourth consultant said when she looks at the system the letter is done and the team leader will contact me at 12 noon. I need this letter so the student loan can be released, do you even understand how painful this whole situation is??. First you dent my credit rating by an old contract that was paid off long time ago, you ***** a phone battery tand phone that was meant to be repaired. You are really playing with people's life, it should not be this hard to issue a settlement letter or do you enjoy the clients complains?