No settlement letter and ITC not updated

I have been calling Telkom mobile from the beginning of feb 2018 requesting a settlement letter or that they update the ITC as this is affecting my credit score and till today nothing has happened. They keep on saying that they have escalated and i did not even receive one email from them.Apparently only the managers there are *********** as i was advised that they are the ones who have to send me the settlement letter.