“How can we help you?” - You really aren't helping me at the moment...

I have been waiting for over two weeks for a settlement letter for my paid up credit card, when I call the number given I get told to speak to legal and they cut me off, they don't reply to emails, and I simply can not afford to hold for over 10 minutes every time I call to be cut off. It is amazing that you guys are contactable if we owe you money but when we need something from you it is a completely different story.