Settlement letter, begging for help

A lady by the name of Tsibisela called from cell c yesterday the 25th november 2021 in response to my hellopeter review. She said she will call the account holder (my husband) for the security questions and then call me back afterwards as I explained that I am dealing with this issue. She said she would call him in 10mins time, which turned out to be around 2hours later, she rang 3 times and then put down before he could pick up. He is a business man and so obviously busy, I had to specifically ask him to answer in the 10minute time-frame that she promised. She never called me back either. So another day goes by and once again, no one at cell c is helping us with a settlement letter. My husband took out the contract around 2011, he called cell c at that time on numerous occasions to complain and request for the cancellation of the contracts he had with cell c at the time. It was obviously years ago so all these years up until now he was under the assumption that it was cancelled. He already moved on to another network. He had no idea that cell c was still charging him from 2011 up until now! They made no contact at all for payment requests. We only discovered last month, October that this was on his record so we went into a cell c store to find out what the outstanding amount was. The store manager then had my husband call the cell c call centre and the agent then told us the amount to settle the account and once its done paid, we should send through the proof of payment so that we could get the settlement letter. She advised this will take 48hrs to be delivered to us. This happened on the 29th October 2021 around 15:00hrs. We were also told to cancel the contract to avoid further charges, the store did not give us the cancellation form on the day, which should have been done knowing that they are aware that from the 1st there will be another charge. 48 hrs later I called the store for an update on our settlement letter and they said they were waiting on the accounts department for it, I also asked if the account was now cancelled and then they emailed me the cancellation form on the 3rd November 2021. We filled it in and sent it back. On the 9th November 2021 at 09:57, I emailed the store once again for an update for our letter as it was still not received by us. The store manager emailed back to say that she received an email to say that it was escalated and that it will take 48hrs again to provide us with feedback. On the 9th November 2021, she also said that she sees there is an arrears amount outstanding for the end of November assuming its the last bill and thats why she had the contract cancelled because we would still be liable if it were still active. Then she proceeded to say that she will let me know if this is correct once she gets a response. On the 12th November 2021 I called to ask for feedback and she responded with email to say she has escalated it to the internal customer agent because she had still not received feedback from the department that is supposed to send the letter. On the 15th November 2021 I sent an email to *** *** and received an automated reply that I will have feedback again in 48hrs time. I called the store again on the 18th November 2021, the store manager responded that she made contact with cell c head office and the area manager, it was again escalated to another team member as cell c is facing a delay in the paid up letters. On the 20th November, I received an email from ***, asking me for proof of payment so that they could allocate the payment, this was from a Nonhlanhla. I responded via email with the proof of our payment. I again never heard anything back from this person again. I sent another 5 more emails on the 22nd November 2021 but have received no response. The 25th November 2021, I received an email from the store to pay an amount of R350.04 and send proof of payment, nothing was said about the settlement letter that was due to us for what we already paid. I called the call centre about 40 times since the 22nd November, trying to get answers. I have spoken to a team leader, Ayanda who's promised to keep me updated and to call back when this is resolved, nothing yet. I called and spoke to an agent yesterday, her name is Zintle, call was at 14:25 25 November 2021; she said that she sees a ZERO balance on the account and that she will escalate it once again, giving me a case number: ***. I have emailed the store once again to find out when our letter will be sent to us. We paid the outstanding amount and were told we would get a settlement letter for this, cell c has been keeping us waiting and no one seems to give a straight answer on when we will receive it. Legally you cannot hold hostage a letter for settlement on another amount that is not even included on the settlement amount. What is going on with cell c?? Your employees call and treat me (the customer) as if I am the one that is wrong, the attitude from your employees is terrible, there is no genuine feeling of wanting to help the customer, in fact the opposite is true, we get calls dropped on us after explaining a long story or we get passed from one department to another without any actually helping. The sense is that its too much to ask for proper treatment of customers. Do you expect customers to just accept whatever bad treatment we get because we "must just wait until you are good and ready to help us". Its a pity cell c is as big as it is, I wish people in their thousands would stop supporting and paying for something run by such terrible people. You do not care one bit about your customers. Its terrible that this is the norm in South Africa, the fact that you, cell c have no idea what real customer service means. You are so used to bad service that you think its ok when its not. Its companies like yours that just add to the misery of dealing with the customer service industry in this country. Highly disappointed.