Not competent

Was handed over due to non payment. Paid my account now that I need a paid up letter , ITC update and my account number back. I'm calling the call centre and logging my incident even a team leader called Paulina in charge of an agent called Boitumelo said she can not help but she is in the customer service department. I asked for alternative communication means cell c only uses the email : ********** which isn't attended to that just provides the incident number with no correspondent which I have sent numerous incidents over 3 weeks and no response. I need my number back and ITC update done by CELL C including my paid up letter.