Waiting for paid up letter for 2 weeks

I paid up my cell C account on the 26th of May i called on the 31st of may at 12:59 and was told to wait 7 days for a paid up letter. I called in again on friday the 4th at 11:00 and apparently a case for a paid up letter was only logged on the 4th which was my 2nd call. I need to understand what is taking so long for a letter to be sent when proof of payment was sent? According to your agents the process takea 7 days for a letter to be sent but its been 2 weeks. Am i also going to have to wait for my name to be cleared with the bureau??

I spoke to Thando Nxumalo from the contracts department and asked to speak to a Team Leader and was sent from pillar to post. Then transferred to recoveries department where someone picked up and hung up. I called again and was put through to Nomsa same department who hung up when i asked for a team leader. Apparently a customer cannot be transferred to a Team Leader. An email for a call back has to be submitted according to Thando.