MBD Credit Solutions and Cell C no response or resolutions to a persisting matter

2 week ago I paid up my outstanding balance on my Cell C account, I paid it in full and spoke to a consultant over the phone who advised me that I need to send my proof of payment to them as I did, I called back after I sent my proof of payment and was advised that the process will take a total of 3 days for me to receive feedback from them. I called back to them 3 days later and spoke to Sibongile, she told me that the woman with whom I spoke was wrong and should've advised me that the whole process takes 7 days excluding Saturdays and Sundays. So I decided to wait until the following week Tuesday. I phoned them, as I haven't received any feedback from them at all, I phoned them and spoke to Pendy she said she saw that it's been 7 days already and that I haven't received and feedback from them, so she spoke to her manager and both of them escalated the matter and confrimed that I'd receive feedback from them via email. I then only yesterday received an email from Melissa that says they're still waiting on response. And now I still haven't received any feedback from Monday.

In the same time 2 days later I paid the remainder of my Mr Price account and within 24 hours I've received my settlement letter and a notification that my account has been settled. Why does it take 2 weeks just to receive a message "Please be advised we are still attending to the matter and will advise you once a respond has been received." And I cannot even receive a confirmation of payment received.