Arkemens store account settlement letter

My wife had decided to close arkermens account this months on the 1 July,she close it.and she went to the store she open the account to ask if she can get the settlement letter .ok they told her to come after 21 days she passionately wait today is the 26 July she did not receive the letter .she tried to call arkemens account department they drop phone and she went straight to the shop they where not helpful and argent to her ,my wife just want only settlement letter but she is send pillar to post.please hello Peter may you help my wife get her freedom as arkermens is traying to control her on what she doesn't want.