Refusing to issue a settlement amount letter

Yesterday I went to a Telkom shop to ask for a settlement amount or balance on my contract as I want to settle it and cancel the contract, there were on 2 people assisting at the mobile section a lady and a gentleman. The lady who assisted me whom I don't know her name as she did not tell me and was not wearing a name tag either said they can not issue such at the store I need to contact the call centre she can only give me the amount but not the letter. Immediately after leaving the store I contacted the call centre and the gentleman who took my call advised me that it's only the store that can assist as they need to call the back office to issue the letter and I went back to the shop where I was told that the lady is on lunch. What irritates me the most is the guts the lady had to lie in my face after queuing for over 30 min knowing very well that you are sending me from pillar to post. I did not visit the store because I had nothing to do, I wasted my time and above all you gave me even better reason to end my relationship with Telkom.