Refusal to issue settlement letter

<p>I have decided to settle/consolidate my cellphone contact with Telkom as I am unhappy with their poor service and even poorer signal reception. I went to the mall of Africa branch to find out how to go about this, where they proceeded to dial a number and put a phone in my hand without so much as saying a word. I spoke to a gentleman on the phone, to whom I explained the situation and that I would like to receive a settlement letter. He proceeded to send me an email where he basically typed out an amount of R4040.00. This wasn't sufficient as the company who is consolidating this debt for me needs a formal letter stating the settlement quotation. He said to me that they do not issue settlement letters because "they do things differently." I was transferred to someone else who told me that they are not even allowed to give me an amount of my outstanding debt to the company, (The previous guy just gave me an amount???) and then told me that I need to settle the account before I may be issued a settlement letter. I don't understand this because why would I need a settlement quotation AFTER settling the account AND how am I supposed to settle the account if they tell me that they can't even give me a settlement amount? I was then told that I can log a case with the accounts department who would be in contact with me within 30 working days (6 weeks) but that I must understand that I can not be issued with a settlement letter. Point is that I need a settlement letter in order to have the debt settled. I am appalled by the way I was treated and spoken to by various people in the call centre. I am even more upset at the fact that no one could give me a proper explanation and their downright refusal to help me. As far as I know, I am entitled to a settlement letter when asking for one. How is one supposed to settle an account otherwise? Are they trying to force me to remain a Telkom customer? After this experience there is no chance of a continuous relationship between myself and the company and I will not recommend them to anyone. </p> <p> </p> <p>Thank you to Zac from the Fourways branch for your professionalism and willingness to try and help me, even though you didn't get very far either. </p>