CANNOT GET A SETTLEMENT LETTER OR STATEMENT OUT OF THEM

I recently paid my price lock contract up in advanced. And immediately after doing so i requested a settlement letter from DSTV. Everytime i called there was something wrong with the settlement letter and they kept telling me that they will esculate the matter and somebody would phone me back.Well its been almost two weeks now and today im told they cannot give me a settlement letter. So i asked for my latest statement to show that i am in credit. I have called them 4 times today and i still don't have my statement. DSTV is holding my home loan application up. Due to dstv showing on my credit profile my home application group would like proof that i paid the account in advance for a year from dstv.......... please can somebody help me this is ridiculous . I keep getting no where with dstv yet they are sitting with my money WHAT THE HELL!!!!!! I NEED THIS INFORMATION ASAP