21 Days and counting for a paid up letter. TERRIBLE

I have tried everything in my power to receive a paid-up letter from Telkom. I have spent hundreds of rands worth of airtime to attempt to get this done to no avail. The best any consultant can do is "Email the relevant department" - there is no direct way to interface with the department to try and escalate this issue. The most frustrating part of this whole this is that this is not even my fault - this is a system fault. I feel so helpless. Its even affecting my credit rating as its indicating that owe Telkom. Based on this - I will never recommened Telkom to anyone.