Inefficiency causing delays on Bond Approval

I cannot believe the indecency of the customer service dept and management of the service provider. I have paid up two of my existing contracts in full yet management are unable to provide me with a settlement letter for verification purposes so as to allow me to process my bond application. The time delay in they submitting to me is costing me money and time. will Cell c reimburse me for the inconvenience and time delay , my bond may not be adhered to as this is causing delays. i am truly disgusted with the attitude of people in management level of this Service provider. As soon as i have paid up the contracts the services have been disconnected so why not in the same urgency can they provide me with my letter?