Settlement letter for my credit card

I've been trying to get a settlement letter for my FNB credit card for the past 2 months i went to the branch 5 times and they unable to assist they mentioned that they can only send an e-mail and can only wait on a response from head office.Ive tried calling every department within FNB card division however they either transfer me from pillar to post or they either drop my calls. This has been a very,very bad experience. All i want is a settlement letter so does it mean you dont want me to settle the account???

Pathetic really.