My bad experience with cell c

First it was me paying R6800 for a phone that was blocked. 3 months later i have paid up the account and it was said i can get my paid up letter 1 October 2022. i have sent emails, made calls, received reference number and still i am getting the run around for my Paid up letter. The nearest cell c is 70km from me so i am forced to call and email. I just want my paid up letter, the consults say that there is no balance (paid up) and all contracts are prepaid now so i dont understand what the delay is 6 days later im still waiting.