Paid Up Letter

Paid up letter and to be removed from ITC Good day,

I have paid up my account with telkom they have not updated my information with ITC. I have requested a paid up letter from them so that i can update my profile with ITC nobody is able to help me. I need paid up letter. And no one is willing to give a reference number as well, all i get is my matter is being escalated and the reply from Moenieb which he never comes back to me.