No response on query on an error on my credit profile.

I am placed on the credit bureaux that i am on a Decoder Payment plan. I phoned the contact centre to query this. On Friday the 23rd August i was given an email address to send my query through as i wanted a letter confirming that i am not on the payment plan and that i am currently on the Price Lock Plan, which I pay every month. The email address that they gave me was incorrectly given as ***>, so i received an undeliverable message back. On Monday 26/08/20019 i phoned the call centre and spoke to another agent and she spoke to her manager who promised they will send me the letter by 13h00. At 14h00 i phoned the call centre back only to find out that i cannot speak to the person i spoke to as it is a call centre. the agent then gave me the "correct" email address as ***> - which was also incorrect. i then phoned back again and spoke to a different agent who gave me the CORRECT email address as *** - which was indeed correct. Email was delivered, and after a few minuntes the email was read as well. i thought i am at last getting somewhere. but i did not get a response back though. on Tuesday at 27/08 08H12 i sent another email to the email address and asked for reply as it is quite urgent and i need the letter to show that i do not owe Multichoice anything else except for my premium which was already paid. the last email was also read, but i still have not received any response from them. It is now 10H53, and still havent received anything. i need this to be resolved as soon as possible. i need to clear my name as it is preventing me from applying for anything elsewhere. It is now the 3rd day that i am trying to get something in writing that i am not on a decoder payment plan with multichoice.