Telkom - Paid up letter

I have paid up my account and last week I asked for a paid up letter. The call center agent I spoke to the first time advised me that I will get in in 24-48 hours. I called again on the 18th and the agent then advised me she will email it to me. I still haven’t got it. Today is the 21st June and I called twice… the first agent then advised me that the information they told me was wrong the turn around time is actually 7-21 days.. we got cut off. I called back and spoke to another agent, she then said the TAT is 7 working days. What is happening?? All I need is a paid up letter urgently. Can someone please just urgently assist. Why should this be so hard to “generate”. The system already reflects it as paid so why in the world wait 21 days? This is ridiculous!!