POOR SERVICE FROM VODACOM

I am writing this email frustrated I have been waiting for a settlement quote/ balance of contract letter since last month, instead I have been given statement with different outstanding amounts. The service at Vodacom is Horrible today the reason why I ended up on this platform today is because i was sold a fibre product with false benefits by one of their agents which they can not locate and listen to the recorded calls. Finally when I want to pay up this account struggling to send me a simple settlement letter with the outstanding amount. Their staff don,t know the difference between a settlement letter and a paid up letter. How can I request for a paid up letter knowing very well that I still have an outstanding amount. I am sick and tired of Vodacom they don't even have proper escalation processes in place. I guess I'll get this letter when Jesus comes.