Shocking service

I have been trying to get a settlement statement for the past 2 weeks!! Firstly, I was sent the letter for the one loan only. Last week I finally found someone who would listen and realise that there were 2 accounts. This lady gave me the amount owing and said that she would put in a request to have the details emailed to me. I need this urgently as my attorney is going to pay these loans off. This whole week I have been emailing and phoning. But not once have I even spoken to anyone - I am permanently put on hold. I am not actually able to phone from work as we are very busy. This is totally unacceptable! I am wasting time and I have still not received the piece of paper that I requested.