Settlement letter request

I have send through a request from the supervisor R Kona to send through to me my settlement letter. He never responds to emails but was able to phone me twice where the last call was on Sunday 03.06.2018 and promised that i will receive my letter by end of business 04.06.2018, to date, nothing has been received. i do have auto responses from his email as a confirmation that my emails were received and his call also confirmed that they were received. i struggled with them to get only their email confirming their bank details and the settlement amount which was confirmed telephonic for my outstanding credit card account. i confirmed to them i have money but was unable to go to the pay points they have referred me to but rather requested their bank account so i can just do a transfer, this was never responded to until i was then rude to one of the agents who send a statement instead and also gave me the email ********** as their supervisor. He did phone me as confirmation that he received my emails, but to date, i am still waiting for my settlement letter which i am not sure how hard is it for such a huge bank to send just one last letter to me as i have paid and send them my proof of payment and Mr. Kona acknowledged receipt of my money and confirmed my account is settled. All i am asking, please send me my settlement letter as i have requested, that is all. i even advised him i will now escalate the matter to the bank's ombudsmen but i guise this was not saying the message loud as to date i still have not received. i urge someone to just send me that letter as i have requested and i swear to God, i will not call or go to your branches anymore. Can you please be so kind and send me the settlement letter as i have been requesting. Thank you.