Settlement Letter: No correspondence

Regrettably, the customer service I have experienced is terrible. I have made two phone calls requesting a settlement letter for my account, each time being assured of its dispatch within no more than 25 minutes. Now entering the third week, I remain without any correspondence. My attempts to reach out via email have similarly been met with silence. The financial burden of calling their helpline is exacerbated by the excessive wait times, often exceeding 30 minutes. I implore someone to address this matter and furnish me with the requested settlement letter forthwith.