Hard to get Settlement Letter

Why is it so hard for one to get his/her settlement letter.... Now that I want to settle my account I am having difficulties doing so. I tried all departments of Homechoice and worse part of it is that SSDA Recoveries which they say they handed over my account to, they know nothing nor have record of my Homechoice account handed over to them and it's been two days now with no luck or way forward. I am very disappointed at Homechoice.