Paid up letter request!!!!

I am very disappointed with cellc for not clearing my name after I settled my account last year September 2021. Up to today its reflecting as if I owe them yet when I call for a clearance letter a consultant will tell me they have logged a case it should take 2-3working days for them to send it to me. No feedback has been received ever since I first requested it in February 2022. Today I went into the store the assistant couldn't help me further other than phoning careline for me and the guy by the name of Kamokgelo said it is reflecting on the system that the account was settled but he doesn't know why I haven't been cleared. He said he will log another "case" as soon as we done on the phone. I asked him to Cc me on that email but until now no email received. I am highly disappointed!!!!