Vodacom not sending settlement letter

I paid up an account on Monday 15 June 2020 and asked for the account to be closed and settled. The consultant advised that a settlement letter would be sent within 48 hours. After 48 hours no settlement letter was received and on enquiring with the call center I was told that no call was logged to settle the account. Again I was told that the settlement letter would arrive shortly. Still nothing. On Thursday 18 June I enquired again and was told the account was marked to be settled by very latest Friday 19 June and the letter would be sent on Friday. On June 22, it seems the account still is not settled. What miracle will it take for Vodacom to close and settle an account and issue a settlement letter?