Vodavom credit mistakes

2 months ago my husband and i opened Vodacom contracts. Firstly they made a mistake with my husband's phonenumber, putting in one wrong digit as his cellphone number. When we realized he is not getting hia airtime and data we went to Vodacom to resolve this mistake. They told us the only way they can rectify the mistake is to cancell the contracts and reload or re-open it. When they did this, Vodacom headoffice thought that we are pre-cancelling our contracts and they put a R10 000 credit on my name. After almost a month trying to resolve this problem, it was fixed. Today I am at the bank trying to get a personal loan for an urgwnt operation for a family member for Tuesday, the bank picked up that R10 000 is still listed on the credit bureu. This means we can't get a loan. We called Vodacom and they only gave a statement to the bank clearing my name, but the bank needs an actual letter from Vodacom staying that we don't owe them this money and that is was their mistake. But they keep saying that they don't draft up lettwrs like that. All they can do ia clear it with the credit bureu..... That will take 7 - 14 working days. Which I dont have. I need the money from this loan to pay the hospital and doctora on Monday. Please help