Telkom no assitance to clear my ITC rating

I am having great difficulty to have my name cleared from ITC for an outstanding account with Telkom. The account has been settled and I have received an account statement reflecting a zero balance. I have phoned Telkom call center on various occasions requesting a letter to the affect that all is paid up, I have even made a request via the telkom self help portal with one of the online reps named "Samantha" who advised that she will forward the request. I have not yet received any notification from Telkom. ITC will only clear my name when I submit this letter. They will not even accept the paid up statement from Telkom.