Bad service

Iv been sent from pillor to post just to get a paid up letter from telkom, the store cannot help me they can only refer me to a call centre and they cant even help me. They keep giving me this email address to request a paid up letter but the email address does not work. All i want is this letter to say that iv paid them because im the process of buying a house... This is an account of 12 to 13 years ago and im struggling for a month to get the settlement letter, Why can one not speak to someone in their Credit Management department? Why are we being given email addresses that does not work or exist? Why cant we get a paid up letter when payment reflects? Why is Telkom so difficult to deal with? Im so disgusted with their service thats so poor!!!