Settlement Quote

I made an arrangement 1st week in July to settle my Jet account over 3 months with a settlement discount. The lady said that I would get the settlement quote on that day stating that I was given a discount and with the amounts I should pay for the three months. I phone last week and she wasn't available, I requested another lady to send it and she advised she would but still nothing, I phoned yesterday ( 21st July) and someone advised that she would escalate to her team leader. I have already made the first payment. It's is now 9:28am the next morning and I'm still waiting for the letter.