Bad service

I've been asking for my paid up letter since September 2020 to this day I haven't been helped, they always promise to send it within 30days but it never comes. I just spoke to their call centre agent siphokazi who says she can't help me because it's a contract and I always call the 081180 number and they check it for me but this one didn't want she tells me to call contract and the contract side can't help me. I've also sent messages on Twitter and Facebook but I don't get help