Failure to provide a promised paid up letter

I am extremely disappointed with Telkom. I asked for a paid up letter which was promised for, after a 7 day waiting period. I also sent an email to the customer care mailbox requesting the same letter since I was provided this facility as an alternative to log my request. I waited for a week to receive the letter which did not come. I received an acknowledgement from the customer care mailbox a week after logging the request to say that my request for a paid up letter has been submitted to credit for processing. This is on the day that the letter should be reaching my mailbox and not necessarily being logged/submitted to credit to process. I followed up on the telephonic request I submitted the prior week only to be told that I will not be getting such a letter since Telkom does not issue such letter. My frustration was made worse by a number of things 1) I was told that I must pay the current balance so that credit could provide the letter - which I did even though the money was not due yet, 2) I was told to use the payment gateway for realtime to that my payment could reflect right away - which I did to help the process so that credit does not respond to say that I owe Telkom, 3) I was told that it will take a week to get the letter - for which I waited and submitted an e-mail request to back it up just in case. Well, it is a week later and I am told that I am not getting the letter and my attempts to speak to Managers to help me were fruitless. This is so disappointing to say the least. If I were to treat my clients like this then I would be long out of business, more sad considering that I have three contract accounts with Telkom.