Bad customer service

I've settled my account almost a month ago.

I've been following up on my paid up letter for the past 3 weeks and every consultant that I speak to advises that it will be sent.

I've used my airtime to follow up everytime and even when I was promised call backs , nobody calls back as promised.

I've advised on the importance of this letter as it's holding me back from getting things done and nobody seems to be bothered.

I was also told that it was escalated to a manager but till date no manager has been in contact with me.

Can somebody competent please give me a call and ensure that my paid up letter is sent to me.

Celine Williams ***