Telkom - is a paid up letter so difficult t draft!

We have been waiting for a paid up letter for over 2 weeks now. We communicated via twitter and we were told they'd escalated the case. Til today not even a single one of their people has called to update us on progress. Can a letter take so long to draft, if so then employ someone just to help you out with that function! It is extremely frustrating having to ask for something one would think should be the easiest task of all. C'mon now Telkom!