Struggling to get paid up letter and ITC update.

Good day, my account was handed over and I have settled the account on the 23/10/2020. I've been calling cell c several times for paid up letter and credit profile update and i have not been assisted with any of the above. When I call they just tell me that I will receive the letter before the end of business day but unfortunately till this day I have not not received it. May someone kindly assist.