Paid up letter

I have requested a paid up letter from telkom from 16 November 2021 however i was informed that i have to cancel the service first and wait for 7 to 14 days. I did that and from then i have been making follow ups and i was thrown around the walls like a tennis ball, i was then sent an attachment of Telkom logo instead of paid up letter and even today i have not been forwarded a paid up letter even though i have informed them that i have not received a letter yet i was made a stupid.