BAD SERVICE

I HAVE MADE A PAYMENT TO TELKOM BUT THEY DONT WANT TO SEND BE A LETTER THAT THEY HAVE CLEARED MY NAME ITS BEEN MORE THAN 7 DAYS WAITING FOR THAT LETTER. IT SHOWS THEY DONT CARE ABOUT THEIR CLIENTS ITS BEEN OVER A YEAR TRYING TO CANCEL THE CONTRACT, I HAVE FILLED FORMS BUT THEY DONT WANT TO CANCEL THAT CONTRACT. CAN YOU PLEASE HELP