Paid up Letter

I've been asking for a paid up letter since the 20 Feb 2019 today is the 21 March I've been in contact with Telkom Mobile department every day since the 20Feb 2019. No I can appreciate with load shedding it makes things difficult however I've been given expectations over a recorded call that this process would take 5_7working days. It's been a month. I've been hung up on by every agent after they go through the notes on my account. I'm at wits ends of hearing I've escalated the matter. How do you as company manage other customer expectations if your agents don't even know your processes and procedures? I need a paid up letter for an account which has been closed last year already that you as Telkom Mobile has not flagged with the Credit Buerau. This is absolutely ridiculous. I want my requested details within 24 hours. As I will have no choice but to go to the papers with this matter.