How difficult is it to type a letter?

The call centre is beyond useless. I have been on the line the whole day. I used to use mtn number. Last year September the phone was ****** and I blocked it now when I called to request the date it was blocked I was told after 3 months all records are deleted and the number recycled. Which I understand as it makes sense. Now for the past 4 hours I have been trying to get someone to just put that in writing on a Mtn letterhead that's all. I mean if your calls are recorded and you can tell me this over the phone. Why is it so difficult to put it into writing or is your staff just stupid?