I want that settlement letter

Tomorrow it will be a week since I last lodged my first request and no feedback received when I call premier banking and credit card department all they ever do is move the goal post last week I was to wait for 3 days this week I am told to wait for 7 days. They claim the department (Admin) that is supposed to assist me to not have a contact number they themselves cannot call them. I am glad I am leaving this bank that’s expensive for nothing! Their rates a rediculous their service is poor!