bad service

the statements that octogen sent monthly suddenly came with huge balance amounts, I phoned them and was told that I should request the service providers to give me the correct balance amounts, I did that and only to find that I only had African bank to pay and capitec was overpaid, a refund was due by me, it took emails, phone calls and even reporting them online before I had feedback and the refund amount was distributed to African bank, I was therefore told that I must get a paid up letter from African bank so that a paid up certificate can be issued, I emailed and faxed the letter to octogen on 25-09-2015, on 30-09-15 I received an email saying that 2 paid up letters from other service providers were outstanding, I emailed them, this morning I was told that I will only receive the letter before the end of next week as octogen only has one person who attends to the issuing of certificates. octogen has failed me a lot with their service, I would never advise anyone to use them. i have been doing everything by myself to sort out my accounts and at the end it is difficult for them to just issue a paid up letter.