Extremely Poor Service

I had the worst experience with Cell C, I paid up my contract early 2018 and requested migration to prepaid- my ITC was never updated, I guess I was no longer important. I apparently owe R169.00 which no one is able to find on their records, I asked for a paid up letter on 05 May and to this day I am still waiting with everyone saying they will escalate each time I call - blaming the lockdown while also claiming that their legal department is working from home and they are the only people who can issue that letter, y do I need to deal with a legal department when my account was never handed over for bad payments! I am not able to get a bond because I don’t have proof that I don’t owe Cell C and Cell C s not prepared to settle this matter with me. I honestly don’t know what else to do, this has been an ongoing battle since March, lockdown has been eased but I am still under level 5 with an account that was paid over 2 and a half years ago