Paid up letter

This is to voice out my disappointment with Cell C. I called the company on the 2nd of October 2020 to request my paid up letter and the consultant reassured me that I will receive the letter within 2 working days and i am yet to receive that letter, i have called numerous times and they are giving me the run arounds this is not acceptable as i have been a loyal customer for many years. I would appreciate it if this matter is dealt with because i NEED that letter