Paid up letter

Please assist me . MTN is falling me . I had a contract with then since , 2013/2014 . Upgrading as usual.In 2022 I had difficulties paying my account, they decided to cancel the contract without contacting me.

They gave my number that was my prepaid number that I moved with to MTN contract.

17/09/2024 I've paid them full outstanding amount of R32K. I've been struggling to get someone to give me my paid up letter, they say I must wait for 7 days , I called again apparently the application was made wrong I should wait for another 7 days.

Yesterday I called I was on the line for 1hr 15min, jumped to 9 consultants. Customer care,legal, external legal, collections ,retention back and forth. Everyone of them told I'm at the wrong department. Hellopeter please help me, I need my paid up letter.