TIRED OF FOLLOWING UP WITH TELKOM

I experienced bad service with Telkom with the billing of my account and decided to pay off the account and close it. When I check my credit score it shows that I still owe Telkom and this affects my applications for the car finance. The dealership asked for the letter from Telkom stating that the account is paid off. I then contacted Telkom and was promised 24-48 hours ??it's now more than a week. Everytime I speak to an agent I'm told the request was escalated and still with the back office. I emphasised the sense of urgency but still I get no response from Telkom.