Settlement letter

I have had the absolute worst experience getting something as simple as a settlement letter on my credit card….firstly I called in because I didn’t want to go into a branch then was told they don’t provide settlement letters???? Why wouldn’t you ??? Then I went into the branch was told that they don’t do it in the branch only telephonically!!!! I was given a number which I called… and immediately the consultant said no we don’t help with that! I then asked if I should go put the consultant at the branch on the phone and then suddenly she could assist… they advised I would get it in 2 days but still nothing this was last week Monday and Tuesday…. If I don’t pay the account you will be first to hand me over but when I want to settle no1 can assist??? Please help I just need a settlement letter ????urgently