paid up letter and no update ITC

paid their account 24 nov 2017 and htn submitted with them on the 2nd of dec 2017 yet on their system shows its been from 2 of February 2018 and it will reflect within 21 days and I now call them asking for the clearance from the ITC. I spoke to Viwe first on the 3rd Jan 2018, spoke to Bongani again and he requested a paid up letter to be sent to him which I did, spoke to Ondela which she never help me told me the email I sent on the 3rd of Jan 2018 which she says the is no attachment on it. but to my surprise they didn't even reply saying there is no attachment til I phone again today and spoke to Nosiphiwo who waned tme to repeat everything yet Ondela took 15 to 20 min transferring me to the supervisor which I ended up hanging up. in which during this 20 min waiting she Ondela doesn't even say please hold the line my supervisor is busy on the other line which is so unprofessional for such a big .