Credit Card Legal Department- 5 hours of holding on????

I have been trying to get hold of your Credit Card Legal Collections department for 2 days now, spent more than 5 hours holding on at the call center. I have an ITC listing from 2016 that I need to resolve. I was under the impression that the debt was written off. It would help if I could get to speak to someone or maybe get a reply to my numerous emails. How does one get to resolve problems if there is no co operation from the business. Very frustrated