Paid up letter.

On the 20th of Dec 2017 I paid up my account with telkom mobile. I was advised by one of the call centre agents that I would get my paid up letter within 7 working days. On the 3rd of January 2018 called in again because I haven't received my letter I was given another 48hrs. On the 5th January 2018 called Telkom the whole day I never received my paid up letter. The 10th January 2018I called in trying to find out how far along is my letter, the call centre agent tells me I have to wait 14 working days.