FAILURE TO SEND SETTLEMENT LETTER

I sent an email to your debt review department on 27/10 asking for the balance on my account so i can settle. it was sent to me and i made payment on the same day. I sent the proof of payment and i am still struggling to get a settlement letter. almost a month later i am not getting the settlement and im told the payment i made is not what the settlement amount is but payment is exactly as communicated from your team. I need my settlement letter sent ASAP PLEASE. BTW THE LAST RESPONSE I GOT WAS ON 7/11 IVE BEEN SENDING EMAILS EVERYDAY TO FOLLOW UP AND NO RESPONSE, Been dealing with Letitia Domingo who's now gone mute