credit card settlement letter

I went to fnb to ask for a settlement for my credit card account and i was told to send an e-mail to [Email Removed] and it will b send to me within 24 hours. It is now passed that 24 hours and i called their customer call/call centre and they are taking me from pillar to post. I am wasting my Airtime calling them because i still do not get what i want and going to the branch is just a waste because they told me they cannot do anything but to wait for that e-mail respond. Can someone help me urgently.