account settled

I settled my home choice Acc in December I requested a settlement amount to pay the account I received a settlement letter late with different banking dtls after I over paid the account with the details I use to pay with than I requested,a paid up letter via email to customer Care than I called in where agents were talking about the weather on the background thereafter she cut the call on me,I sent an email with proof of payment to Megan and customer Care dept than 3days ago I received an email apologizing for inconvenience they had technical problems towards end of Dec my question is it's towards the end of Jan and no paid up letter have been sent and no-one is telling me when I'm getting my paid up letter and it take a month to attend to an email