Team DirectAxis - no help at all

Message from DirectAxis 4 days ago: Hello Jesicca, Thanks for reaching out to us. We apologise for the inconvenience and difficulties you’ve experienced in trying to get a settlement letter from us, we understand your frustration. We have escalated your request to our Customer Care Team Leaders so that they can urgently email you the settlement letter to your email address. We will keep you in the loop until everything is sorted. Team DirectAxis

Hi Team DirectAxis, I still haven't receive my settlement letter yet, as promised by you last week Thursday. Is there any other way to request this document??