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PAID UP LETTER TO CLEAR MY CREDIT

I have been contacting Telkom for the past 90 days and till today they cannot send me my paid up letter even though it appears that I paid the full amount. Every time I call their customer care 081180 they keep saying it will be forwarded and they do not know why they cannot receive help. It is costing my credit report as it appears that I am in areas for month.

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