MTN Legal - Letter of clearance URGENT - waiting for over 3 weeks now!!!!

No response from MTN LEGAL for over 3 weeks to sort out ***** on my account. I've been requesting a letter of clearance from MTN's legal department, the only way to do this is through mailing CUSTOMER CARE where they say it's been escalated. How many times can my request be escalated. Urgently need this letter to show my bank it was ***** and I don't owe R20k as my account was de*****ed