settlement letter

i called on the 12th of April asking for a settlement letter and till today they have not sent it to me. i called on Monday and they said they sent it but only to find out that they captured a wrong email address and i gave them the correct one and Connie said they will just resend the mail since they did send it before, but to an incorrect email address. And i am still waiting. the other creditors have sent me their settlement letters and they will expire before i get the capitec bank one. I never gave them any problems with payment and i dont understand why it is so hard for them to just send the settlement letter.