Bad bad service from the legal team

I had a contract with MTN, and decided to settle the account early, (April 2021) and I have been requesting a paid up letter and an update on my credit profile with no luck. I was told it will tale 7 working days and I still haven’t received any communication or the paid up letter. My life is now on hold as I can’t do things I need to do because they delaying everything that I don't know what to next as we cant speak to the legal department ourselves but have to go through the consulted.