Poor service

Good day I had a fibre account with Vodacom, which I closed and paid up last year. When I requested a credit report from Transunion, the vodacom account still reflect. I contacted the call center and was put through from pillar to post, eventually landing up at the collections department, where a very helpful lady Octavia assisted me. Also through much trouble, she eventually put me in contact with Siyolise, which was also helpful, however after my first email to Siyolise, on 11 Nov 21, I have still not received my paid up letter. His feedback today was that I need to go to a Vodacom store to get one, which I think is utter nonsense, as I know for a fact a customer service store does not have that kind of capacity and I would be referred back to the collections department. I would like someone from legal to please assist as I still can't fathom why this has happened in the first place, as I have never paid late and why vodacom has not updated my account status at ITC. Your feedback and assistance will be highly appreciated. Thank you.