Vodacom not sending us our settlement letter

My wife and I recently discovered that we have arrears with Vodacom for apparently data contract that she opened in 2017 (which we both are not aware of) and it reflects negatively on her credit score. So we decided to call vodacom, their legal department and were given the amount that we had to pay last week on 19.03.2021 which we immediately paid. On Tuesday we called them to ask them to send us a settlement letter and were told that the payment does reflect on Vodacom's side and we would receive the letter by end of day in not the following day.

We called them again yesterday (Wednesday) and they told us that the email was sent which we did not receive. We confirmed the correct email address with them (which apparently was the same one that they sent it to) and they said that we would receive our letter by end of day. Still no email. We called them again today and were told the same thing and it's end of day now still no settlement letter.

We feel like this is unacceptable especially after we told them that we did have an urgent matter that needs us to provide that letter, and delaying would end up ruining our plans.

Please may someone kindly assist us with this settlement letter.