Telkom does not want to give me information!

I have been to Telkom two weeks ago to get a settlement letter for my contract as my phone is not working properly and I want to find out how much I need to pay to buy out the contract and they said it will take about 3 days.....its been two weeks!! I have been to the store several times, phoned the call center and laid a complaint on their website but nothing gets done! And everyone I speak to refuses to give me any information regarding my request and no one wants to allow me to speak to a manager to find out why these people are not doing their jobs! How difficult can it be to solve a simple problem to work out how much I owe on my contract!?!