SHOCKING BUSINESS PRACTICE

I have had an outstanding account with Discovery Health which was handed over to ITC BA debt collectors. i then setup a debit order with ITC-BA which has been ongoing from early this year. I have recently settled the account and when i inquired to get a settlement letter i was told that it would take up to 7-14 workding days. My dispute in this matter is why is it that other debt collecting institutions of which i paid at the same time as ITC-BA were able to supply me with settlement letters within 24hrs with relevant information regarding the handed over account which has now been settled and closed. Why would Discovery Healthcare contract such inefficient debt collecting institution that cannot give a above par excellent service that they themselves are renowned for? Has Discovery Health not done a assessment review of this Debt Collecting Company in order not to tarnish their name with this kind of mediocre company????