Poor service

I fail to understand, I've settled both accounts after getting 50% settlement offer on both accounts. I phoned the call centre several times and even emailed them, all I need is for them to close the accounts and send me a paid up letter. Every time I phone the call centre, they all say the same thing, they are going to email my account to their supervisor in order to be able to send me a paid up letter. Bear in mind, every time I phone I have to tell the whole story from start. No this is unacceptable. Please help. I really need the proof that the account is closed.<br> <br> Thank you