Letter fo settlement

I called Russells customer care 3 weeks ago asking for a letter of settlement. after being put from pillar to post from the so called assistants for more than an hour, I happened to ask that they send me this letter on the joint account of me and my wife. until today, I have not received anything from Russells. I don't know whether they enjoy the interests on the monthly payments but I feel that this was the first and the last I ever affiliate myself to this useless company. I even sent a complaint to the Customer Resolution Centre and promised someone will call me shortly but since the 23rd of September I have no one calling me