i cannot get my paid up letter

<p>On the 28 of September 2016 i submited a notice of cancellation at telkom mobile store in keywest mall, and on the 20th I got call from one of the agent telling me that my case has been resoved and i shuld pay an amount of R3,628.00 as a settlement and also gave me the banking details, I paid the money same day and since then i have been requesting a paid up letter everyday and no one is able to assist me, they keep on saying they have send the matter to billing department and they also tell me that they cannot communicate directly with billing department but only via email and there is nothing they can do for me but to wait for billing department to get back to them. Now my concern is why is it that as customers we are not able to access their billing department when we need to.</p>