Waiting over 5 months for a paid up letter

Telkom has the absolute ****tiest service ever! My husband had an account that he requested to be closed but telkom continued billing him and subsequently listed him for the LTE line. We contacted the call center in October 2017 and as an act of good faith on his end, he paid up those accounts directly to telkom, as instructed by the call center agents. From October till date, we have been battling to get the paid up letters confirming that his account is settled and closed. I have spoken to numerous supervisors and managers on the floor with no luck at all. No one seems to give a damn about calling me back to resolve this matter. I have been calling non stop since October and the only thing I get told is "we will send an email right now to escalate your matter. You should have feedback in 72 hours". Its been 5 damn months!!! Paid up letters are system generated! How long does it take to simply click on a tab to generate a clients paid up letter??? Or is telkom so technologically delayed that their agents have to manually type out a one page letter??? To add to this frustration, I get an email this morning from another attorney, who I haven't heard of before, demanding that we pay a balance of R1500 on the account. No explanation given. Where the hell does telkom pull these outstanding balances from??? Every manager and supervisor and call center agent that I spoke to confirmed that our account was paid and settled. Never again will I use telkom for any of their services. Telkom is by far the most pathetic company in this country!