Trying to get a Telkom paid-up up letter is a total nightmare!

I have been trying to get a paid-up letter from telkom for over a week now. Thinking I'd canceled my account back in 2018, I didn't even know my account was in default / had been written off until I tried to apply for finance for a vehicle, which I'm supposed to be taking delivery of this week (telkom paid-up letter pending). Every time I call in, no one can give me an answer as to when I'll receive the letter. I've emailed and called every day, and no luck! can't believe it is this hard to get a vital document out of them! They cant even issue me with a statement saying my account is zero'd. SO frustrated.