Cash advance

Hi. I took a cash advance with the voda app last year September and July. On my ITC the status of the accounts shows closed with R0 balance but Vodacom is updating the accounts to be in areas every month with a R0 balance. I called in and spoke to three different consultants who confirms that the payments were received and that's what's showing in their system but they can't put me through the department who can give me an written confirmation letter or paid up letter or the department that works with collection or ITC update. They gave me a reference number for investigation, I asked the guy what do you need to investigate what's written in front of your eyes on your screen. They said that department is not reachable they have to ask them to phone me back since Monday. This process just takes a couple of minutes.