ACCOUNT SETTLEMENT TAKES 2 WEEKS!!!

I have most recently got a job offer but the only way that I can get my contract after being UNEMPLOYED for almost a year, with a whole family dependent on me, I was just told by one of the customer service agents that he first needs to check where my account has been handed over and other nonsense which will take a whole 2 WEEKS! I CANNOT ACCEPT THIS and feel like I should be able to get this information quick so that I can settle this stupid account and cut ties with TFG for making my life a complete misery!