Inefficient and utterly poor service

FNB handed be over to their legal collections agency Brooks & Luyt. I’ve requested a settlement offer letter stating the amount and account details. It’s been a week and I’ve been calling daily to obtain this letter so i can pay. Their consultants keep misleading me in saying they are sending the letter and nothing comes through. If im struggling to get a simple settlement offer letter, i can’t imagine how much of a struggle it will be to get a settlement letter confirming payment when they get payment. Very inefficient company and *********** staff