********** account letter

I have contacted Vodacom customer care numerous times in the past few weeks to try and get a letter from them regarding a ********** account that was opened against my ID #, as I need this when applying for finance at the banks. Even when the case was concluded, I never received a written response stating the matter was closed. I have requested this letter numerous times, from numerous agents, the past few calls, but I never receive it! I was promised yesterday that I would receive the letter the same day, but have still not seen it. I know lockdown has caused disruptions to services, but customer service should never be compromised!