SETTLEMENT LETTER

I have never expected to get the poor service I have received from the Edgars consultants in the accounts department. All I have asked for was a settlement letter just so I could have my account paid in full, but I was told I can only get the letter once I have paid up my account, what would I do with it then? I have been calling them for days and been promised that the letter would be sent to me within 48 hours and today when I called I get told that I have to use my statement, even after I have explained that the company that is going to help me does not want a statement, that they will only help me if I can submit a settlement letter. I have not expected this from Edgars at all, as the other retail outlets have understood my situation and did their utmost best to accommodate me. I am really not happy about the service at all!!!