Bad service

Hi my name is Sinah Masilo.I had a wife router wuth Telkom.my account went into arreas and it was handed over to the call centre for collection after I lost my job in October 2017.I managed to settle this account 15 November 2018 and have seen then been calling the call centre requesting a paid up letter but till today I havent recieved it.My query has been escalated to the supervisor and back off but still nothing. This wouldnt trouble me if my credit profile was updated by telkom that this acc is paid up,However this acc is still negatively affecting my ITC record to a point whereby I dont qualify for a loan anywhere because this acc still appears as if its not yet paid.Im very disappointed in Telkom, I know I took too long to pay up this acc but it dsnt give them a right to not send me my paid up letter. Im currently renting where im staying and I bought a site with intensions of building my house and building a home for my kids but I can't fulfil that because Telkom still hasnt updated my credit profile and they still havent emailed me my paid up letter.I really need this letter to clear my name and get a loan to build a home for my kids.This is the only acc thats affecting me.Please help.