vodacom legal department wont email me my settlement letter

on the 18th of december 2020 i made a payment(settlement) to vodacom and they advised me that i will receive a paid-up letter with-in 24hours and to date i still haven't received it to date. at first my calls were going through when i called the legal department contact centre but latley they say my number(ID and cell) is not recognised. i then went on to inbox them via facebook and they made the same "24hour" promise which was last week friday. today when i contact them they tell me to check to check my spam and junk folders without providing any solution or alternative. all they do is to send apologies which i dont need. i even went as far as explaining to them why i need that letter so urgently but all i get is an apology.