still no settlement letter or statement nor any feedback from DSTV

I complained yesterday regarding dstv not providing me with my statement or settlement letter. I paid a year in advance but then changed my mind due to the lack of bad service and not receiving the settlement letter as requested. I have disconnected my dstv account on the 02/10 and i have been batteling for two weeks to get any response or letters from dstv...... Why can DSTV not send me a letter to state that my account is closed. and there is a credit on my account of +R12 000 which they need to repay back to me....... After numerous calls yesterday requesting the statement i was told it takes 24hours well its been longer than 24hours and i still have nothing from DSTV.