Account closure

I had an account with Telkom settled it in 2020-08-26 and called them multiple times to request for settlement letter. I even sent 2 emails to Thobeka Gxulwa the consultant I spoke to about the settlement amount but I haven't received any response. I am so frustrated as I need to move on with my life but they are affecting my credit score. Telkom's consultants are the worst, they are even rude when I need their assistance.