Refused to take Escalation/Bad service

I settled my edgars account on 15 June 2015. I called on 19 June to get the paid up letter. I was told that it would take 48 hours. I called today and was told that it was not sent because my balance hasn't been updated. I requested to speak to a manager and she refused to take the call. The agent Vannessa Shabangu kept telling me the same thing. Their calls are recorded and its not my fault that their agents give incorrect info. I told them from the beginning that I need the paid up letter urgently. I cannot believe the manager, Clarrisa Reddy refused to take the call. That is why she is there, process says that after an agent tries to de-escalate and the client insists. She must take the call. Now that I've settled edgars I'm getting the run around. Its pathetic!!! Now my life is on hold because of them.