Paid up letter troubles

Please explain to me how & why it takes over 14 days to draft & send a PAID UP LETTER. Please help me understand how you make the blunder & mess up my credit standing & give me the run around when all I request is a paid up letter. WHY must I pay Multichoice every month without fail & receive such pathetic service from your team leaders even??? I must be a real nobody to you. Over 2 weeks & no response for a simple paid up letter???