Paidup letter

I'm very disappointed in cell c, I guess due to having a contract with them when you're still thier client they'll sell the world to you. It started with increasing my installment from R450 to R650 when I asked I was told that my contract rauter was done and I didn't call to renew yet again they used to call me to ask me if I want to upgrade so I decided to cancel my contract n settle the amount I paid of the contracts as I had 2, I paid the amount in April till Today day I'm still calling them for my Paidup letter. I sent an email to cell c the response was with the ref/Cas nr and I was informed that It will be resolved within 48 hours, I had to call again I was told about escalations I was even Givin a number to contact the department yet when I called I was informed that I don't appear on the records n they'll call me back till this dates I was contacted and I don't have my Paidup letter I really need it because they don't even update their credit bureau yet I know it was to be updated within 60days