Account Paid up

i have been calling the company call center to request a paid up letter and for them to remove my name from ITC, apparently only a Team leader can send me a paid up letter even though the Agents can see that my account is paid in full. i can not do anything as they have listed me on ITC for a default of incorrect amount. after 2 contracts with telkom i must say there customer service is pathetic to say the least.