Failure to provide a paid up letter.

I was approached by one of Vodacom's agents that offered a tablet on a two year contract. The deal was good but the outcome is a bad credit record because I was never properly onboarded and thus struggled with ensuring that my payments go to my billing account. I never received a single statement of my account so paying using a customer account number was a mission because phoning Vodacom to obtain one was a challenge given that they needed me to provide it even though it was not provided the first place. Long story short, when another agent called to upgrade my account I asked that it be cancelled given the hassles I was experiencing. I should have not trusted that this would be done because I realised when I app**** for a facility through my bank that Vodacom has listed me as a defaulter. I then called Vodacom to get the contract terminated which was then done after I settled the account. I requested a paid up letter Monday last week from Vodacom indicating that I don't owe them any money so that I could clear my credit record and I was told to wait for 48 hours. I followed up after 48 hours to be told that the letter is not ready. I followed up again the following day only to be asked to wait again. I followed up again the following day only to be told that my request is being escalated and I will receive the letter the following day or Monday. It is now Monday and I still do not have the letter. I followed up only to be told that my request was changed in the system and legal declined my request. I asked why my request was changed since I have been consistently asking for a paid up letter and there was no answer to this question. It is a week later and I still have not been helped! When will the letter come? I am not sure but I do hope that it will at least come through tomorrow given the escalation.