Paid up letter

Cellc has the wildest customer service and rude agents and they do not respond to emails. If it is not that is the agents pretending to be supervisor's or managers. I received a call yesterday at 0730am from jabulile from collection department to tell me that I must send an email to request for my paid up letter. The account was paid in full since 27January22. They handed over the account to mbd attorneys without informing me for a mere R160 and they still sent me a statement to show that the account is fully paid but I still can't receive my paid up letter. I called mbd and sent them all proof of payment and they told me cellc is their client who instructed them to collect an amount of r290 for cancelation of contract that i know nothing about. The account is fully paid cellc and mbd have all of this information and yet they cannot communicate with me and sent me my paid up letter. Jabulile from collections department said it is noted on the system same as mbd agents. Today the 12th of March22 i am still waiting for a paid up letter. I have been getting reference number after reference number still no paid up letter. They report me at itc as a bad payer yet they know id is not true and they just sitting with my paid up letter to frustrate me. What must I do or where should I go to report cellc for this nonsense.