Paid up letter

Good day

It's been well over a month and I still haven't recieved my paid up letter from Telkom. I've called everyday and went to the Gateway branch to get assistance as well but I haven't recieved anything. There is not direct number you can call the billing department. Apparently you have to email them but it's been well over a month. They hound you to pay the money but can't not send you a simple paid up letter. I've called the call centre everyday since March and they all say they will email and apparently there is no reference number for calls or emails which is weird for such a big company.