Vodacom messing up ITC rating

When applying for vehicle finance recently, I was advised I was listed on ITC for a Vodacom account that I DO NOT have. when I contacted Vodacom after holding 2 hours for their call centre and then to be transferred to accounts. They advised they would remove the listing which would take 7 days and they would provide me with a paid up letter within 24 hrs- 2 days later, I have not received anything- When I asked them to provide me with a letter to advise of the error, they said they can only provide a paid up letter, if I want them to investigate the ITC listing I would have to provide an avidavate and certified copy of my ID. My question is you are willing to remove the listing and provide me with a paid up letter which I have not paid, meaning that you are acknowledging that the listing is an error but you not willing to say it in writting?