Where is my paid up letter MTN?

I have been having a battle with MTN for quite some time now regarding a paid up letter. The moment i was informed by MTN that my account was indeed settled, i immediately requested the paid up letter. I was then informed that it will take no longer than 21 days to process the request. i have been waiting now since November 17th 2019 and still no paid up letter. my last conversation with MTN after inquiry and inquiry, that MTN does not give paid up letters. what bull **** is that MTN? You are a financial service provider that does not give paid up letters to clients what so ever? unheard of. i can imagine just the legal implications that can cause? i want that paid up letter MTN.