Poor service

I'm highly disappointed with cell c customer service or their service provider, I had a contract with cell c and decided to paid it up last year Sep/Oct and immediately closed the account. I've been calling for requests for paid up letter Saturday 20 Feb 2021 the lady said it would take about five working days, on Monday I called again the other consultant said about two days, I further called Tuesday to check the process of my quiry the lady gave me another information that it would be available after 20 working days and I don't have references from previous calls and that on the system there's nothing that stated that I requested for the letter yes she can see that I've been calling for what nothing it's back to square one I have to start again the process. How come all consultants have different answers to one question of the same company, what is the exact waiting period for the letter? Why does it have to take that long?