Settlement letter

I had an account with home choice, when I couldn't pay they handed me over to some companies, in August I managed to get a settlement amount and I settled the account then they promised me a settlement letter, when I called them they said they have to request a settlement letter they don't just send it. Now when I try to call them am always on the que and I never reach them, recently they said my matter is in their legal department but when I call the legal, I stay on the line until am out of airtime.So my concern is a settlement letter or my name be cleared!