Operations manager shouting at me

I tied to get hold of the operations manager for 60 days, they are never available and I can only deal with the recovery manager. My hilux was ****** on the 5th of May. My contract says if my car is not recovered in 30days, they will pay out in 60days . The service and attitude are the WORST I HAVE SEEN FOR ALL THEIR STAFF. This morning I sent a mail as they due to pay me on the 8th August. I need to pay a shortfall on my finance and asked for a letter as for 3 months now I keep making arrangements with the bank. Johnny replies stating they cannot provide that as it still needs to be approved? 4 days before payout date? Really? I advised that I will go to social media, hallopeter, ombudsman ect, I do not believe 4 days before they due to pay as per the contract it's still in awaiting approval. The next min I receive a phone call from the operations manager screaming at me, ending up in a screaming match as according to them they are in their contract right. What type of professional service is that? All I asked for was a letter as 4 days from now I must be paid out, so I can arrange with the bank. DON'T EVER USE THEM. THEY TREAT CLIENTS LIKE ******* AND ALWAYS HAVE A STORY!!!!