Frustrated client

It's been close to two weeks now requsting a paid up letter to provide to Mtn but noting has been received, I got response on this app being told that I will be emailed but to my surprise nothing has been sent beside an acknowledgement email, today is month end and mtn will be my account that I have already paid up for I am rectifing my arrears and credit profile but seems like you guys are making it impossible for most clients to close off accounts that were already handed over a paid up later would not take more than two weeks after the amount was fully paid .even on follow up emails I am ignored