Banks doing as they please with their clients' requests

I had a credit card account that was handed over to MBD Attorneys, so I decided to ask for my settlement letter and I got it and the account was paid in last week already by Wednesday, so I gave them a grace period for my account to clear also on their side, so on Tuesday I decided to call them and ask for my paid up letter from MBD so they said its not ready and I must call this number ***, so the whole of yesterday I have been trying to get through to this number but up until today, it has been just ringing no one is answering and now eventually I decided to call the credit card dept and they said they are going to call on my behalf and let me speak to a consultant who will answer the phone, now to my surprise when the consultant from the number I was given, she told me that they don't deal with such so I must call back again MBD so now one thing that is annoying me is being played around as if I have time to phone around, wasting my airtime and my time, I mean what does one need to do in order to get assistance because I need this paid up letter as in like ASAP. I need my paid up letter before lunch time.