Extremely bad service from telkom mobile

I payed a settlement amount into my Telkom Mobile account so that I could close it and get a payed up letter, I payed the amount into the telkom account nearly three months ago and no letter has been issued. I phone them nearly every day on the 4th of November i was told that the letter would be issued that day, nothing was sent through, on the 5th of November I phoned in again and held on the line for nearly 3 hours, they told me that it was taking some time but a employee for the accounts department would call me back, no one called me back, on the 6th of November I phoned again and I was told more email request have been sent but they cannot tell me why its taking so long, they said they would email me back with a response. No email received. They are quick to cut your account of when you do not pay however as soon as you want to sort things out they could not be bothered to help