Edgars not sending Settlement letter on outstanding account that i am so eager to pay

I have been calling Edgars on ***in order for me to settle my outstanding account that i would love to pay off with all my heart, but guess what...you are making it difficult to do so. I need a settlement letter in order for a third party to pay my account. I've been calling since monday and all I get is "we will forward a request to admin to send you the letter. It will take 24hrs". Since Monday, 17 August and now it is the 20th of August 2020. I have given my new email repeatedly, spelling it out over and over, but yet, whenever i call my old email, that does not work anymore, is still on the system, not updated. How much longer must wait 'cause it has been 72 hours now.