Letter Of Payment Arrangement and Balance of account!!!!!!????

Now we must beg for an update on accounts?letters to show we are paying? It's been over a week after I was promised that I'll receive the letter within 48 hours.... Now it's 124 hours later, and I am still waiting... Upon calling I talked to a very rude lady who put the phone on my ear and wouldn't even give me her name... This is after telling she's escalating and I should wait another 48 to 72 hours... I mean really? Guys this is not for free, we are paying.. DO Better.... I need that letter now..