Dishonesty and poor customer experience

I’ve called Cell C numerous times from last requesting a paid up letter for a paid up contract I had with them and for my account to be closed and removed from bureau however till date I haven’t received any feedback. Was advised by many consultants that they’ll escalate the request but none of them did until when I called again on the 26/01/2023 I spoke to a consultant by the name of Carol who advised she escalated and provided a case number - ***. She advised to call back after 5 working days for a follow up which I did but I still haven’t received that paid up letter till now.