Bad service and bad consultants not speaking the same things

Good day, can hello Peter please assist us my Husband wanted to settle his account for an Edgar's account we called Mbd they gave us the amount and the agent said I will need to pay at the store as MBD longer gives out Paid letters for Edcon, we did that at the store they advised us we will get the paid letter within 48hours we waited, we called Edgar's customers service they told us we will not receive the paid letter we need to pay legal charges of R148 on sunday my husband went to the store it was it R176. What's going on there! Why were we given a settlement amount and still get charges and delayed on our paid letter. Can we please get our paid up letter this is not fair a reap off