I want my settlement letter

I've requested a settlement letter via email on 17/7 and again telephonically but nothing received. You are quick to call to increase payment amounts but when a request is made to you, you do not even bother to acknowledge a request. Your customer service analysts can't even answer a simple question such as the turnaruond time to respond to such a request. refer to the email for details dated 17/7/2024.