Settlement Enquiry

I can't believe the service I am getting from MTN, only now at the end as things were very smooth all throughout my contract ... I have canceled my contract successfully now I need my settlement letter as proof that the contract is cancelled and settled. On the 8th of July @ 9:41am called and the consultant told me no I need to be handed over in order for me to get the paid up or settlement letter.... Haiboooo njani guys...... No, it can't be true. I asked to speak to the manager I was then told, no the matter has been escalated. No turnaround time as to when will I get the call or whatsoever... Till this day I am still waiting for the call from the manager. I need my settlement letter. Lol so one should have bad credit and be handed over to get proof that the account has been settled.