Settlement letter not given after paid up account

Dear TELKOM

Please note that i have been asking for my paid up letter since January , ive sent numerous emails to debt collecters nudent, ive also spoken to your consultants where you chat to an agent and each time im told they have logged it but ive been wait till to this day there is no settlement letter .I am in a process of purchasing a house and you guys are delaying me. i need that letter today not after so many days