Settlement letter

The consultant got back to me on the 20th October after i have exposed them and advised me that i will get the settlement letter in 24 to 48 hour. 48 hours passed but i still have not received the settlement letter as promised. can someone explain to me what do i have to do in order to get a settlement letter for the account that you settled in February 2020. how long does it take to get a settlement letter. i had enough of this why Vodacom is doing this clearly Vodacom does not care about their clients. they also responded to my review to say they advised ITC and they sent the letter which is not true, i called the ITC guys and they said they never received anything from Vodacom and also i have not received the settlement letter.