They can't provide t...

In 2021 I have proof on social media you said my account is paid up. Yesterday Discovery asked for a letter stating that it is. Your consultant called me to say it is paid up they waiting for support team to issue the letter. Someone else called me back saying I owe Cell C for the contract I had. I asked can she show me proof as I also have proof  that its paid. I said can I send proof of my statements as well as someone in my inbox said it's canceled. She said if I do the verification check she can tell me how and why they asked for it. I did the verification check she said I answered wrongly she can't help me. If the contract was in 2020 and ended in 2021 for an eg do you think people didn't change addresses do you think people didn't change jobs. ? Why is it so difficult to assist me why ? The worst experience ever. I am with Vodacom for so many years not once did I encounter this issue. Mind you, you offered me the contract it was done over the phone. Even the end of the contract was done over the phone how the hell can you say I owe you but can't tell me where and how ? Why is it for such a big company someone can't say I'm so and so let me assit you this is the way forward. ?