SETTLEMENT LETTER NOT GRANTED

My husband lost his job and I had to provide for my family, I made payment arrangements with Edgars as I could only afford R150 a month and due to this my account came into arrears. I have been paying my account as per arrangement I made and still Edgars put me on default with the ITC without contacting or advising me. This is very unacceptable and I am utterly frustrated with this. To top it all I requested a settlement letter and a discount on the amount I owe which I received and was told by one of the call centre agents that once I send the proof of payment he will forward me the paid up letter. When I forwarded the proof of payment the call centre said I must wait 21 days before I can get my paid up letter. This is unacceptable I have paid up my account and need my letter as soon as possible the bank needs it as now. I am very unhappy with Edgars service and that after more than 7 attempts in phone calls, and several emails and even going into a store as per the call centre to get the letter I still have not received it. The call centre management that did not want to speak to me or call me back the service is pathetic and I will never open an account with Edgars. All I want is my paid up letter to give to the bank and I am not prepared to wait 21 days I have forwarded the proof of payment I just want my letter please. I have 2 reference numbers and if I don't get my letter tomorrow I want to speak to one of the Directors as Edgars service is ridiculous I am not asking much. Ref No: ********** 5059/GO and Ref No.: ********** 4908/GO.