Failure to send settlement letter

I have been calling the whole day for a settlement letter from direct axis, they keep saying they have emailed it but not emails have come through from their side, I keep on checking every 10 minutes but it's just not there, I'm sooo frustrated as I wanted to settle the money now but from this morning and it's approaching 16:00 hours now but still nothing, I'm so sick of these peopl the sooner I'm done with them the better please please help me thanks