worst customer service

I have paid up my account and for them to issue the paid-up letter, I called through and spoke to numerous consultants and non of them ever mentioned a case for them to escalate for a paid-up letter. I then call back 10 days letter only to find that there hasn't been any movement. it's very discouraging that the agents are not aware of the processes needed to follow for paid-up accounts and now I believe getting a paid-up letter will take months instead of the 15 days they have promised. My mother experienced this when her contract ended, she was sent from pillar to post because they cannot do cancellations over the phone and some of their branches are not equipped to do cancellations. Telkom is really frustrating especially when it comes to closing accounts and paid-up letters, you have to sweat for them to do the right thing.