VVM pocketing the money they collecting

On the 14th of February 2022, Mary from VVM contacted me to provide me a discounted settlement amount for my Vodacom Account. The discounted amount was R2910,86. She advised that i would get my paid up letter thereafter. My last instalment was in April 2022. To date, i still have not received my paid up letter. I contacted them again today, and spoke to Nhlanhla Qwabe who was arrogant, who clearly did check her notes on the system, where if she had she would have seen the offer provided to me by Mary. Is VVM pocketing the money its collecting from the public and is this just 1 big ****. VVM needs to check their recordings from the 14 Feb 2022 and provide me with my paid up letter as in yesterday