The long wait of Telkom's response

I requested a paid up letter from Telkom and was told it could take up to 14 working days. It is day 16 and I have still not received anything despite numerous follow ups and escalation requests via the call centre and Email.

There is no way to speak to the creditors department and I was told that Telkom does not have a customer complaint section. I think if they did they would account for 70% of their workforce as they have absolutely no intention of keeping to their timelines or attending to their customers needs.