still waiting for my letter

I called the call centre (JD GROUP) to request a settlement letter. THEY TOLD ME THEY WOULD SEND IT IN 3 DAYS.... I am still waiting its been 10 days . I even went to one of their stores hifi cop and I still didn't get help... are you guys deliberately trying to keep me in debt???????????????????? Since the 2 October I have been waiting... I absolutely regret opening an account there