Clearance letter

In 2017 I reported a ***** case at Telkom where a contract of 2 cellphones were taken on my name, the case was relsoved. 2 years later, this year I find my name is on Credit bureaus and it is said I owe Telkom an amount of R8 860.00. To remove my name from credit bureaus I was instructed to request a clearance letter stating that I do not owe Telkom that amount of money and this was a ********** case reported and resolved. Unfortunately it is hard for Telkom to assist me, I have requested the letter from the 9th of January 2019 and everytime I call to do a follow up I am told to wait for 7-10 days,I was even email adresses where I can send emails to request this letter but till to date (13/02/2019) Telkom has never assisted me.