Refusal to issue settlement letter

Telkom has made our life a living hell and lost an opportunity to get our house financed because of their bad service. My husband had 3 sim cards contracts with Telkom which he was managing well until he lost his job and was forced to close his bank account where Telkom was deducting premium from. He got a new job and started paying Telkom through EFT, by that time Telkom closed all the contracts and handed him over to ITC without consulting him (they had his email at that time to communicate but they didn't use it). To cut the long story short there was no communication from Telkom on all the steps taken. Only this year we realized that he was handed over to ITC when we were trying to purchase a house and our result from ITC was, he’s owing Telkom. We went and enquired with them, when did they hand over the account and how much does he have to pay the account in order to be taken out of ITC system. Telkom told us to pay off then they will request an email to be sent to us mentioning that the account was fully paid, closed and his name will be taken out from ITC within 7-10 working days (it’s been 40 days). We were given this instruction last 2 month after paying off the full amount he owed. As it, we’ve been calling Telkom everyday requesting them to send a letter/email they promised to send but we are fighting a losing battle. When you call the call-center to enquire, you will hold for more 30min for someone to help or when you get to speak to someone they sound like they not interested to help you or they drop your call. As frustrated as we are right we just need one person from Telkom to just assist us with an email that’s all. Telkom you've been such a help for making our life hell and loosing the only chance to get a house for our child, thank you and I hope all people know about your doing and not get to have any business with you..