MTN Bad Service

I logged a query with MTN on the 2nd of September 2022 after I found out that I was listed for over R400 that I supposedly owe MTN since 2020, I asked them what it is for, they stated that I do not owe any old balances. I asked for a letter stating that and they said the query is awaiting legal department to get to it. On the 12th of September 2022 I received an sms saying the query is closed but I did not receive the information I asked for. I called them on the 13th of September to ask why this was closed with no resolution and the answer I am getting is that I should try getting help at the store. This is the worst service I have ever received in the history of services. why wasn't I told this information when I first logged the query? When I was doing follow ups? I kept being told that the legal team will get to it but now I must go to a store.