settlement letter

Hi my name is Sizwe i would like to complain about Vodacom hence I've been struggling to get a settlement letter from them since the 11/08/2020 and if i call them they keep saying they have forwarded that the settlement letter on my emails and i even gave them an alternative email and the problem now my name appears under ITC as if i owe Vodacom R847.00 and i even insisted to pay the R847.00 inorder for them to help me with a settlement letter but they said they cant take the money because my account with Vodacom is paid up and keep on saying it will take 7 to 21 working days to remove my name under ITC and i understood that part than requested a settlement letter from them and till to date I'm struggling to get it.