Account Cancelled - No Clearance letter

My account was paid in full when account was cancelled in 2018, Telkom stopped their debit orders on my bank account which means it was cancelled. How is it possible that my account can show in arrears, this is an error Telkom is responsible for and should rectify asap. From my last calls to Telkom over the past weeks it was confirmed account was updated and nothing shows in arrears, please just provide the Clearance letter as requested multiple times in the past 3 weeks over multiple calls and emails. I'm currently unable to proceed in purchasing a house due to the lack or no service and assistance from Telkom in this matter.