No empathy or understanding for financial position and now failure to supply settlement letter.

ER Consulting harassed me for payment of a very old outstanding account for my late husband (why they took so long to inform me of the non-payment by medical aid I have no idea) and even though I supp**** proof of death for my late husband and said I would be able to pay when his pension money is released as I can't afford anything now, they had no compassion and even handed me over. Long story short, account was paid and we requested a settlement letter over a week ago with no results. Bad service, no empathy or understanding for financial position and now are they going to refuse me the important settlement letter requested x3 already?