Paid up letter not received and struggle to get it out of them

Looks like to get a paid-up letter from Telkom is impossible. Waiting 4 days now just to get a paid-up letter on an account that have been cancelled but still no letter received, Every consultant tells another version, one say between now and 12hours you will receive it another 24 hours and the last consultant told me she is in no position to give me a timeframe how long it will take to receive a paid-up letter.

But they are quick to call and offer new services or to advise if a payment was late.

This is just terrible