Poor service

I paid My truworths account in full in October 2023 and we at the end of February 2024. I have been calling since then to get a paid up letter. It's always the same story. There's a back log, or I will do a follow. When I called today I requested for a manager and I placed on hold for 7 minutes I then called back and spoke another agent who then did put me through to a manager and after explaining my query there was just silence. Now I have my TFG account with them also but I'm to scared to pay it in full if the service and hold up is going to be like this. Really not happy with this.