Horrible service /I want my paid up letter

Just called cellc FOR MY PAID UP LETTER few minutes ago I was on the phone with cellc agents since 08:30am and I was on hold till 08:36am then I spoke to the agent Named.. KENELWE who said my account was handed over to the legal department without even viewing my account she did not even take any information from me not even my name nothing but she was 100% sure that my account was with legal department then I gave her my details to open the account but she after she saw that my account was up to date she did not apologize for the false information she gave me at first then she transferred the call to agent named Sanele 08:40am then he advised me that my account was up to date and is paid up then he transfer me to Nompumelelo 08:45am for my paid up letter then she also just told me that my account was handed over without viewing my account I don't know how cell c works but their agent are extremely rude and unprofessional they don't even apologize when they make a mistake.. ALL I WANT IS MY PAID UP LETTER!!!!!