Will not issue paid up letter - keep being told it is being escalated

I settled the outstanding amount on my account more than six weeks ago. Despite this, I have still not received a paid-up letter. Each time I follow up, I am told that the matter has been escalated and that they are waiting for feedback from Vodacom.

On 3 March 2026 at 12:50 PM, I contacted the call centre again and requested to be referred to the Ombudsman. The agent informed me that she did not know who or what the Ombudsman was, which I found extremely concerning.

I am deeply frustrated, as this delay is negatively affecting my credit score, yet no one appears willing or able to assist me meaningfully. I am repeatedly told to wait, but no one can explain what I am waiting for or provide a timeframe for resolution. The agent was unable to answer basic questions regarding the process or expected turnaround time.

I have called VVM over 30 times in 2 months. In addition, the manner in which I have been treated has been discourteous and unhelpful.

I urgently require clarity on:

What exactly is outstanding on my account, if anything

Why a paid-up letter cannot be issued

What steps are being taken to resolve this

A clear timeframe for resolution

This matter needs to be resolved as a matter of urgency.