Paid up letter Req

Last year in October I finished paying my MTN contract and specifically requested for a Paid up letter of which till to date I am still running around like a headless chicken all because of a mere Paid up letter,yesterday I was on the call having to deal with *********** staff incl the switchboard lady(Ntombi)the entire morning,I am really not happy with how MTNs Agents handled my query all they did was provide false information and most of them complained just how they don't have access to access my Profile...I then took my grievience to Twitter of which someone tried to assist however I still don't understand how a mere letter can take up to 7days just for MTN to draft and send to me via my email address...it's really sad to say the least considering that I had requested for the Paid up letter 7+months ago and no one attended to my Matter...